TCS Hiring for Service Desk Solution Architect_PAN India
Tata Consultancy Services
5 - 10 years
Hyderabad
Posted: 01/01/2026
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Job Description
Job Title: Service Desk Solution Architect_PAN India
Location: PAN India
Experience: 12 to 18 Years
Job Description:
Required Qualifications:
- Bachelors or Masters 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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