TCS Hiring for Service Desk Solution Architect_PAN India

2 weeks ago

uttar pradesh, India Tata Consultancy Services Full time

Job Title: Service Desk Solution Architect_PAN India Location: PAN India Experience: 12 to 18 Years Job Description: Required Qualifications: Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field. 12+ years of experience in ITSM or enterprise IT architecture, with 3+ years in a solution architect role. Strong experience with ITSM platforms like ServiceNow, BMC, or Ivanti. Strong experience with Contact center platforms like Genesys Cloud CX, Five9, Nice CX etc Preferred Skills & Certifications: ITIL v4 Certification (Foundation or higher). ServiceNow Certified System Administrator / Architect. Knowledge of scripting (JavaScript, PowerShell), APIs, and integration frameworks. Strong analytical, communication, and documentation skills. Knowledge & experience on deployment of Agentic AI use cases for ITSM, Contact Centre, DeX solutions Key Responsibilities: Solution Architecture & Design Design and document service desk architectures, including workflows, integrations, and data models. Define technical standards and ensure alignment with enterprise architecture. Evaluate and recommend ITSM tools and technologies (e.g., ServiceNow, BMC Remedy, Freshservice). Platform Expertise Lead the configuration and customization of ITSM platforms. Design and implement modules such as Incident, Request, Problem, Change, and Knowledge Management. Integrate service desk systems with monitoring tools, CMDB, identity providers, and other enterprise systems. Innovation & Optimization Identify opportunities for automation, AI/ML integration, and self-service enhancements. Collaborate with AI and automation teams to implement chatbots, virtual agents, and predictive analytics. Drive continuous improvement through performance analysis and user feedback. Stakeholder Collaboration Work closely with business analysts, service owners, and IT operations teams to gather requirements. Translate business needs into technical solutions and ensure stakeholder alignment. Provide architectural guidance during project planning and implementation. Governance & Compliance Ensure solutions comply with security, privacy, and regulatory requirements. Maintain architectural documentation and participate in design reviews. Support audits and risk assessments related to service desk systems. Kind Regards, Priyankha M

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