ServiceNow Solution Architect (IT Operations Platform)

Tata Consultancy Services Limited

Edison, NJ, United States

4 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

10 years minimum

Compensation

$159,800.0 - $188,000.0

Working hours

Regular working hours

Job source

www.careerbuilder.com

Tech stack

Artificial Intelligence Configuration Management Databases Information Technology Operations Systems Integration Servicenow

Job description

The ServiceNow Solution Architect (IT Operations Platform) is accountable for the end-to-end architecture, governance, and evolution of the organization’s IT Operations platform, spanning ITSM, ITOM, CMDB/service model, observability integrations, and Now Assist (GenAI).

This role ensures ServiceNow operates as the system of record and execution control plane for IT Operations, enabling service-aware operations, faster incident recovery, reduced outages, improved change success, and AI-assisted productivity, while maintaining platform scalability, security, compliance, and upgradeability.

Delivering AI driven conversational and GenAI solutions that transform IT Operations productivity, self service adoption, and incident resolution outcomes.

This role requires strong customer-facing capabilities, including architecture defense, RFP solutioning, and leadership of onshore and offshore solution and delivery teams.

Requirements

10+ years in IT Service Management / IT Operations solution delivery
10+ years enterprise ServiceNow experience across ITOM, Now Assist, and CMDB
Strong understanding of major incidents, change risk, problem prevention, and service reliability
Proven capability integrating observability platforms with ServiceNow workflows
Executive communication skills with strong governance and design authority mindset
Proven experience designing and rolling out Now Assist / GenAI-enabled workflows
Strong working knowledge of:

o ITOM & CMDB (service/CI context, event impact awareness)

o Now Assist

Experience integrating conversational AI with automation and enterprise workflows

Ability to communicate AI solution value clearly to operations and leadership

Required Certifications: (at least one of the below)

ServiceNow CSA, CIS ITOM, Virtual Agent / Now Assist experience, ITIL v4; exposure to AIOps and automation frameworks., Adoption, Artificial Intelligence (AI), Automation, Communication Skills, Customer Relations, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Leadership, Operations Control, Product/Service Launch, Request for Proposals (RFP), Risk, ServiceNow, System Operations, Technical Support