Service Desk Solution Architect
TCS
12 - 20 years
Bengaluru
Posted: 25/08/2025
Job Description
| 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. |
About Company
Tata Consultancy Services (TCS) is one of the largest multinational IT services and consulting companies in the world, headquartered in Mumbai, India. It operates in over 50 countries and is a part of the Tata Group, India's largest business conglomerate. TCS offers a wide range of services including software development, consulting, digital transformation, and business solutions, serving industries such as finance, healthcare, retail, and telecommunications. Known for its global reach, technological expertise, and innovation, TCS is consistently ranked among the top IT services companies globally.
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