Servicenow Solution Architect

Tata Consultancy Services; Gandhinagar, Bengaluru; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Tata Consultancy Services in Gandhinagar, Gujarat seeks an experienced ServiceNow AI Architect to lead enterprise transformation leveraging Now Assist, GenAI, and agentic workflows. You will design AI-powered service management and automation across ITSM, ITOM, and CSM ecosystems.

Key focus areas include AI governance, prompt engineering, RAG architectures, and integration of AI frameworks with ServiceNow scripting and Flow Designer.

Qualifications

• Strong hands-on experience with ServiceNow architecture and ITSM/ITOM/CSM.
• Experience with Now Assist, GenAI, AI search and agentic AI workflows.
• Familiarity with LLMs, prompt engineering, RAG and AI governance.
• Proven ability to design AI-powered service management and automation.
• Experience leading enterprise ServiceNow transformation initiatives.
• Certifications in ServiceNow are a plus.

Skills

ServiceNow Architecture

ITSM

ITOM

CSM

Service Portal

Employee Center

CMDB

Now Assist

GenAI Controller

AI Search

Virtual Agent

Predictive Intelligence

Generative AI

LLMs

Prompt Engineering

RAG Architecture

AI Governance

Agentic AI

AI Agents

Agent Orchestrator

Enterprise Governance

Tools

Flow Designer

Integration Hub

REST APIs

SOAP APIs

Python (preferred)

JavaScript

ServiceNow Scripting

Job description

Required Skills & Qualifications

Strong hands-on experience with:

• ServiceNow Platform Architecture
• ITSM
• ITOM
• CSM
• Service Portal
• Employee Center
• CMDB

ServiceNow Expertise

Now Assist & AI Skills

Experience with:

• ServiceNow Now Assist
• ServiceNow GenAI Controller
• AI Search
• Virtual Agent
• Predictive Intelligence
• Generative AI Implementations

Understanding of:

• Large Language Models (LLMs)
• Prompt Engineering
• RAG Architecture
• AI Governance
• Responsible AI

Agentic AI Skills

Hands-on experience designing:

• AI Agents
• Agentic Workflows
• Tool-using Agents
• Multi-agent Systems
• Autonomous Service Management Solutions

Knowledge of:

• ServiceNow AI Agents
• Agent Orchestrator
• Enterprise Agent Governance

Development Skills

Experience with:

• Agentic AI Workflow
• JavaScript
• ServiceNow Scripting
• Flow Designer
• Integration Hub
• REST/SOAP APIs
• Python (preferred)
• AI Framework Integration

Experience

• 1015 years overall IT experience
• 7+ years in ServiceNow Architecture
• 3+ years implementing ServiceNow AI capabilities
• 2+ years working with Now Assist and Generative AI solutions
• Experience leading enterprise ServiceNow transformation initiatives
• Experience architecting AI-powered workflow automation solutions

Preferred Qualifications

Certifications

• ServiceNow Certified Technical Architect (CTA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist

Preferred Experience

• Now Assist Implementation
• ServiceNow AI Agents
• Agentic AI Solutions
• Enterprise RAG Platforms
• Conversational AI Platforms
• Intelligent Automation Programs