Job Description

Ready to build the future with AI?
At Genpact, we don't just keep up with technology--we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Inviting applications for the role of Lead Consultant - IT WPS ServiceNow Technical Lead
We are seeking a highly skilled and experienced ServiceNow Technical Lead to lead the design, development, and implementation of automation solutions across our organization. This role requires deep technical expertise, strategic thinking, and the ability to collaborate with cross-functional teams to drive efficiency and innovation.
Responsibilities
The ServiceNow Technical Lead will be responsible for leading the design, development, and delivery of ServiceNow platform enhancements and solutions in alignment with enterprise ITSM and ITOM strategies.
This role combines technical leadership with Agile and DevOps delivery practices, ensuring iterative, high-quality releases that meet business objectives. The individual will also act as a Scrum Lead, driving sprint planning, retrospectives, and performance tracking across the development team. The resource will also be responsible for Requirement documentation, BRD,FSD and all Project related work as a business Analyst
Responsibilities
1. Technical Leadership & Solution Design

• Lead the end-to-end architecture, design, and configuration of ServiceNow modules (e.g., ITSM, ITOM, CMDB, Incident, Change, Request, Knowledge).
• Ensure solution scalability, maintainability, and alignment with ServiceNow best practices.
• Provide technical guidance to developers and administrators, reviewing scripts, workflows, and UI policies.
• Collaborate with enterprise architects and process owners to ensure integration and process alignment across platforms.
• Manage and maintain custom applications, integrations, and automation scripts using ServiceNow APIs and Flow Designer.

2. Agile & DevOps Delivery Management

• Act as Scrum Lead for the ServiceNow delivery team, facilitating daily stand-ups, sprint planning, retrospectives, and sprint reviews.
• Ensure the team follows Agile best practices and continuously improves through retrospective feedback and process optimization.
• Manage sprint backlogs, user stories, and prioritize development tasks in collaboration with the Product Owner.
• Track sprint progress, velocity, and blockers; report metrics through Agile dashboards and reports (burn-down, throughput, cycle time).
• Foster a DevOps culture by implementing continuous integration (CI/CD) pipelines, automated testing, and version control best practices.

3. Project Management & Stakeholder Communication

• Lead multiple ServiceNow initiatives simultaneously while ensuring on-time, in-scope, and quality delivery.
• Work closely with business stakeholders, process owners, and leadership to define requirements and translate them into technical deliverables.
• Develop and maintain project plans, timelines, and risk logs; proactively communicate issues and mitigations.
• Prepare and present project status updates, sprint reports, and release summaries to leadership.
• Ensure alignment between business objectives and technical execution through structured change management and governance.

4. Platform Governance & Optimization

• Define and enforce governance policies, development standards, and code review processes.
• Ensure compliance with security, performance, and change control policies.
• Manage platform upgrades, patching, and release readiness in coordination with the ServiceNow platform owner.
• Continuously assess new ServiceNow capabilities and make recommendations for adoption to drive automation and efficiency.

Qualifications we seek in you!
Minimum Qualifications

• Relevant years of hands-on experience in ServiceNow development and administration, with at least minimum years in a technical lead capacity.
• Deep expertise in ServiceNow ITSM, CMDB, Catalog, Flow Designer, and IntegrationHub.
• Strong understanding of Agile, Scrum, and DevOps delivery methodologies.
• Proven ability to lead and mentor development teams using Agile frameworks and sprint-based planning.
• Experience with REST/SOAP integrations, MID Servers, and third-party system integration.
• Proficiency in JavaScript, Glide scripting, and ServiceNow platform APIs.
• Experience implementing CI/CD pipelines (e.g., with Git, Jenkins, or ServiceNow ATF).
• Strong analytical and problem-solving skills with an eye for continuous improvement.
• Excellent written and verbal communication skills; experience engaging with both technical and business stakeholders.

Preferred Qualifications/ Skills

• ServiceNow Certified System Administrator (CSA)
• Certified Implementation Specialist (CIS) in ITSM or ITOM
• Certified Application Developer (CAD)
• Certified Scrum Master (CSM) or Agile Practitioner certification
• Experience working in global delivery environments with distributed teams

Soft Skills

• Strong leadership and team facilitation abilities
• Excellent time management and task prioritization
• Focused on driving continuous improvement and automation
• Collaborative, transparent, and proactive communicator
• Ability to balance technical depth with business context

Why join Genpact?

• Lead AI-first transformation - Build and scale AI solutions that redefine industries
• Make an impact - Drive change for global enterprises and solve business challenges that matter
• Accelerate your career--Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
• Grow with the best - Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
• Committed to ethical AI - Work in an environment where governance, transparency, and security are at the core of everything we build
• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let's build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

Skills Required