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Jobs · Engineering · New Jersey

ServiceNow Solution Architect (ITSM)

Tata Consultancy Services · Edison, NJ · 1 mo ago
Engineering$160k–$188k/yrFull-time

About the role

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. Strong customer-facing capabilities are required, including architecture defense, RFP solutioning, and leadership of onshore and offshore solution and delivery teams.

Responsibilities

  • Design and govern the end-to-end architecture of the IT Operations platform on ServiceNow.
  • Ensure ServiceNow serves as the system of record and execution control plane for IT Operations.
  • Enable service-aware operations, faster incident recovery, reduced outages, and improved change success.
  • Integrate observability platforms with ServiceNow workflows.
  • Lead the design and rollout of Now Assist / GenAI-enabled workflows.
  • Communicate AI solution value to operations and leadership.
  • Provide architecture defense and RFP solutioning.
  • Lead onshore and offshore solution and delivery teams.

Requirements

  • 15+ years in IT Operations / ITSM / platform or enterprise architecture.
  • 10+ years enterprise ServiceNow experience across ITSM, ITOM, 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 a strong governance and design authority mindset.

Skills

  • ITSM (Incident, Request, Knowledge, Major Incident).
  • ITOM & CMDB (service/CI context, event impact awareness).
  • Experience integrating conversational AI with automation and enterprise workflows.

Qualifications

Required Certifications (at least one of the below):

  • ServiceNow CSA.
  • CIS ITSM.
  • CIS ITOM.
  • ITIL v4.

Experience with AIOps and GenAI enablement is required.

Pay

$159,800–$188,000 a year.

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