ServiceNow Architect

Role Overview Tata Consultancy Services is looking for a seasoned ServiceNow Architect to join its growing team in Hyderabad or Chennai. This is a senior leadership role requiring over 10 years of experience, focused on architecting and governing a shared ServiceNow MSP instance with full Domain Separation. The ideal candidate will bring deep platform expertise, strong stakeholder management skills, and the ability to drive enterprise-grade ServiceNow solutions from concept to delivery. Key Responsibilities - Own the end-to-end architecture for a shared ServiceNow MSP instance including tenant onboarding, data segregation, ACL design, and scoped application boundaries - Define and govern a multi-tenant operating model covering domain hierarchies, domain-aware tables, process segregation, cross-domain access controls, and platform guardrails - Lead full-lifecycle solutioning across ITSM modules such as Incident, Problem, Change, and Request along with CMDB, CSDM, and ITOM capabilities including Discovery and Service Mapping - Design and manage integrations using Integration Hub, Service Bridge, MID Servers, REST and SOAP APIs, JDBC, webhooks, and email with robust error handling and monitoring patterns - Establish instance lifecycle strategy covering sub-production tiers, update set governance, Source Control via Git, ATF automation, and CI/CD pipelines - Plan and execute platform upgrades and family release patching with pre-assessment, regression testing, and minimal tenant disruption - Architect CMDB health programs including reconciliation rules, deduplication, class model governance, and data quality dashboards - Lead DevSecOps practices for ServiceNow including branching strategy, ATF test suites, CI/CD gates, rollback procedures, and secure configuration standards - Publish design artifacts including HLD, LLD, ADRs, and operational runbooks; chair design reviews and CAB/ARB sessions as required - Coach and mentor developers and administrators while enforcing platform coding standards and performance best practices - Manage vendor relationships, evaluate add-on applications from the ServiceNow store, and oversee licensing and subscription governance - Report KPIs and maturity metrics to leadership and continuously improve MSP reliability, automation, and cost efficiency Required Qualifications - 10 or more years of hands-on ServiceNow experience with a proven track record in MSP or multi-tenant environments - Deep expertise in Domain Separation, ACL design, tenant onboarding/offboarding, and scoped application development - Strong working knowledge of ITSM, ITOM, CMDB/CSDM, Service Portal, Flow Designer, Integration Hub spokes, Business Rules, Script Includes, and Client Scripts - Experience with SSO integration using SAML and OAuth, RBAC, encryption, audit logging, and regulatory compliance alignment - Proficiency in performance optimization techniques including query tuning, table indexing, async jobs, and background script governance - Experience with AIOps and observability patterns including event normalization, deduplication, and enrichment feeding into ITSM workflows - Excellent communication skills with demonstrated ability to engage CXO-level stakeholders and lead discovery workshops - Certifications such as ServiceNow CSA, CAD, CIS-ITSM, CIS-ITOM, CIS-Discovery, CIS-CMDB, Domain Separation or MSP specialization, and ITIL Foundation are highly preferred Why Join Us Tata Consultancy Services offers a world-class work environment where top technology talent can build impactful careers on a global scale. This is your opportunity to make the big move and work at the forefront of enterprise ServiceNow architecture with one of India's most respected IT organizations.

- 10+ years of ServiceNow experience in MSP or multi-tenant environments - Expertise in Domain Separation, ACL design, and scoped application architecture - Hands-on with ITSM, ITOM, CMDB, CSDM, and Service Portal - Experience with Integration Hub, MID Servers, REST, SOAP, JDBC, and webhooks - Proficiency in Flow Designer, Business Rules, Script Includes, and Client Scripts - Knowledge of SSO via SAML and OAuth, RBAC, and platform security - Experience with CI/CD pipelines, ATF automation, Git-based Source Control, and update set governance - Strong understanding of CMDB health, reconciliation, and deduplication - Familiarity with AIOps, event normalization, and observability patterns - Excellent stakeholder management and CXO-level communication skills - ServiceNow CSA, CAD, or CIS certifications preferred - ITIL Foundation certification preferred

- Opportunity to work with a globally recognised IT leader - Exposure to large-scale enterprise ServiceNow MSP environments - Career growth and learning opportunities within TCS - Collaborative and inclusive work culture