ServiceNow Architect – NowAssist ITSM
Dice is the leading career destination for tech experts at every stage of their careers. Our client, TATA Consultancy Services Limited, is seeking the following. Apply via Dice today!Job DescriptionServiceNow Architect – NowAssist ITSM Must Have Technical/Functional Skills8+ years of hands-on ServiceNow platform experience, with deep focus on ITSM architecture and operations.Proven experience designing and building AI Agents on ServiceNow, beyond standard Now Assist capabilities (mandatory). Includes agent workflows, autonomous decisioning, contextual reasoning, orchestration, and escalation logic.Strong expertise in Now Assist for ITSM, including: Incident summarization Case deflection Intelligent routing Virtual Agent integration with AI AgentsAdvanced ServiceNow development skills: Script Includes, Business Rules, Client Scripts Flow Designer, Workflows ACLs, performance optimizationStrong understanding of ServiceNow data model, CMDB, and ITSM processes (Incident, Problem, Change, Request).Experience integrating ServiceNow with enterprise systems using REST / APIs, MID Server, and event-driven patterns.Solid knowledge of ServiceNow platform governance, upgrades, releases, and best practices.Roles & ResponsibilitiesServe as the onshore ServiceNow Architect supporting the ITSM onsite operations team.Design, build, and deploy AI Agents on ServiceNow, enabling: Automated incident triage Root cause analysis assistance Context-aware recommendations Autonomous remediation workflowsLead architecture and solution design for Now Assist ITSM implementations, ensuring AI capabilities are embedded into ITSM use cases.Act as the technical escalation point for complex ITSM and platform issues.Drive integration design and execution between ServiceNow and upstream/downstream enterprise systems.Own platform-level decisions including: Customization strategy Reusability Performance and security controlsCollaborate closely with: IT operations Business stakeholders Offshore development teamsEnsure operational stability, platform hygiene, and continuous improvement of ITSM AI capabilitiesGeneric Managerial Skills, If anyStrong stakeholder communication and onshore coordination skills.Ability to work directly with client leadership, operations teams, and architects.Mentoring and guiding offshore teams on AI Agent design and ServiceNow best practices.High ownership, accountability, and problem-solving mindset in a live operations environment.EducationBachelor’s degree in computer science/engineering/inf ormation systems or similar technical area