Servicenow Architect - Tata Consultancy Service

It is time for you to make #thebigmove to Tata Consultancy Services.

Role : ServiceNow Architect

Exp :10+ Years

Location : Hyderabad/Chennai

JOB DESCRIPTION:

1. Own architecture for a shared ServiceNow MSP instance with Domain Separation: tenant onboarding, data/record segregation, ACL design, and scoped app boundaries.
2. Define and govern multitenant operating model: domain hierarchies, domainaware tables, process segregation, crossdomain access controls, and guardrails.
3. Lead endtoend solutioning across ITSM (Incident/Problem/Change/Request), CMDB/CSDM, ITOM (Discovery, Service Mapping, Event) as applicable.
4. Design integrations via Integration Hub/Service Bridge, MID Servers, REST/SOAP, JDBC, email, webhooks; establish patterns for retries, idempotency, pagination, and monitoring.
5. Establish instance strategy: subprod tiers (DEV/TEST/QA/UAT/PROD), cloning cadence, update set strategy, Source Control (Git), ATF automation, and CI/CD pipelines.
6. Plan and drive upgrades & patching (Family Releases): preassessment, skiplist review, regression testing, and postupgrade fixes with minimal tenant disruption.
7. Architect CMDB health: reconciliation, identification rules, deduplication, class model governance, data quality dashboards.
8. Security & Compliance: SSO (SAML/OAuth), encryption, secrets, RBAC/ACLs, domainaware security policies, audit logs, and regulatory alignment.
9. Performance & Reliability: query optimization, table/index strategy, async jobs, background scripts control, and platform limits (flows/jobs).
10. Service Portal/Workspace architecture, theming and component reuse; UX guardrails and accessibility considerations.
11. Lead technical reviews, mentorship, and design signoffs; produce HLD/LLD, ADRs, and reusable reference architectures.

Roles & Responsibilities

1. Lead discovery workshops; capture functional & nonfunctional requirements (security, availability, performance, compliance) per tenant/domain.
2. Author MSP architecture: domain model, ACL strategy, integration architecture, CMDB/CSDM blueprint, and support model.
3. Define tenant onboarding/offboarding process: catalog, domains, roles, groups, data segregation, and guardrail checks.
4. Establish DevSecOps for ServiceNow: branching, update sets hygiene, Source Control, ATF suites, CI/CD gates, and rollback procedures.
5. Plan upgrades/patches with change governance; coordinate cloning schedules; execute regression plans with ATF/automated tests.
6. Own CMDB health and CSDM alignment; set measurable targets and remediation plans.
7. Run integration governance: credentials vaulting, MID server sizing, error handling, and observability dashboards.
8. Publish SoWs, design artifacts (HLD/LLD), RACI, and operational runbooks; chair design reviews and CAB/ARB where needed.
9. Coach developers/admins; enforce coding standards, performance best practices, and secure configurations.
10. Engage with vendors and ServiceNow store/app providers; evaluate addons and manage licensing.
11. Report KPIs to leadership; continuously improve MSP maturity (automation, reliability, cost).

Secondary Skills

1. Experience running MSP governance: tenant SLAs, change windows, release calendars, and incident/runbook readiness.
2. Handson with Flow Designer, IntegrationHub spokes, Business Rules, Script Includes, Client Scripts, UI Policies/Actions, Notifications.
3. Knowledge of AIOps/Observability patterns: event normalization, deduplication, and enrichment feeding ITSM.
4. Cost and license governance: subscription models, store apps, and vendor coordination.
5. Strong stakeholder management and consulting presence with CXOlevel communication.

Certifications (Good to have)

1. ServiceNow **Certified System Administrator (CSA)**
2. ServiceNow **Certified Application Developer (CAD)**
3. ServiceNow **Certified Implementation Specialist (CISITSM/ITOM/Discovery/CMDB)**
4. ServiceNow **Domain Separation** or **MSP** specialization (training/acceleration modules)
5. ITIL Foundation+

Soft Skills

1. Positive attitude and concise communication; ability to lead workshops and steer stakeholders.
2. Demonstrate solutions and conduct design walkthroughs; document ADRs and decisions transparently.
3. Lead teams, mentor juniors, and collaborate effectively across domains and vendors.

Interested candidates can share their resumes to himaja.madala@tcs.com