ServiceNow Solution Architect (ITOM + Now Assist)

Tata Consultancy Services; Edison (NJ); On-site; USD 159,800 - 188,000; Full time

Job summary

Tata Consultancy Services in Edison, New Jersey, seeks a seasoned ServiceNow Solution Architect to own end-to-end architecture, governance, and evolution of the IT Operations platform, spanning ITSM, ITOM, CMDB, observability, and Now Assist (GenAI).

You will drive AI-driven solutions, ensure scalability and security, and lead onshore/offshore teams with strong executive communication and RFP solutioning.

Qualifications

• 10+ years in ITSM / 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 governance and design authority mindset.
• Proven experience designing and rolling out Now Assist / GenAI-enabled workflows.
• Strong working knowledge of ITOM & CMDB (service/CI context, event impact awareness).
• Experience integrating conversational AI with automation and enterprise workflows.

Responsibilities

• Provide architecture defense and governance for the ServiceNow platform.
• Lead RFP solutioning and multi-shore delivery teams (onshore and offshore).
• Communicate AI solution value clearly to operations and leadership.

Skills

ServiceNow expertise

ITOM

CMDB

GenAI/Now Assist

Architecture governance

RFP solutioning

Tools

ServiceNow

Observability platforms

Job description

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.

Qualifications

• 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: ITOM & CMDB (service/CI context, event impact awareness)
• Now Assist
• Experience integrating conversational AI with automation and enterprise workflows

Ability to communicate AI solution value clearly to operations and leadership.

Required Certifications

ServiceNow CSA, CIS ITOM, Virtual Agent / Now Assist experience, ITIL v4; exposure to AIOps and automation frameworks.

Salary Range

$159,800-$188,000 a year