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 Principal Consultant - ServiceNow Architect
We are seeking a highly skilled and experienced ServiceNow Architect 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
We are seeking an experienced and highly skilled ServiceNow Architect will be responsible for the strategic design, development, and management of the ServiceNow platform, ensuring it operates as a scalable, secure, and high-performing enterprise system. This role involves overseeing platform enhancements, integrations, automation, and governance to enable seamless IT and business operations across environments.
The architect will collaborate with multiple stakeholders to translate business needs into robust ServiceNow solutions, align with best practices, and ensure continuous improvement of the platform.
Responsibilities

• Platform Management & Optimization
• Manage and optimize the ServiceNow platform, ensuring streamlined workflows, enhanced user experience, and platform compliance.
• Perform timely platform upgrades in alignment with ServiceNow's latest releases, ensuring access to new features, security updates, and performance enhancements.
• Maintain operational support for all existing ServiceNow modules, including CMDB, ITSM, ITOM, ITBM/SPM, IRM, S2P, and HR Service Delivery.
• Ensure all systems remain aligned with industry and vendor best practices, avoiding unauthorized customizations without prior approval.
• Architecture, Design & Development
• Define, maintain, and evolve the ServiceNow reference architecture to ensure scalability, interoperability, and upgrade readiness.
• Provide solution design and engineering for new modules, features, and integrations based on evolving business requirements.
• Conduct impact assessments for enhancements and integrations to ensure alignment with architectural principles.
• Lead development and configuration activities following ServiceNow best practices, coding standards, and governance policies.
• Ensure all platform extensions and integrations maintain seamless version upgrade compatibility.
• Integrations & Automation
• Execute product integrations with ServiceNow to streamline data exchange and automate cross-platform workflows.
• Maintain integration points with other enterprise systems using IntegrationHub, connectors, and spokes where possible.
• Monitor integration performance and ensure data integrity, reliability, and security across systems.
• Governance, Compliance & Security
• Adhere to all Security and Policy directives, including audit requirements from internal and external auditors (e.g., Deloitte, EY).
• Maintain a compliant CMDB and ensure accurate asset lifecycle management.
• Conduct license tracking, access reviews, and role management to maintain operational compliance.
• Ensure platform availability, data integrity, and performance across all environments.
• Enhancement Management & Upgrades
• Oversee and prioritize the ServiceNow enhancement pipeline based on business needs and technical feasibility.
• Conduct regular platform upgrades (minimum N-1 vendor version) and manage associated regression testing, validation, and remediation.
• Lead upgrade planning, communication, and deployment in collaboration with stakeholders.
• Monitor ServiceNow's product roadmap and proactively plan for required changes and feature adoption.
• Reporting, Analytics & Insights
• Develop and maintain dashboards and reports for operational and executive decision-making.
• Deliver actionable insights through data-driven reporting to support performance tracking and service improvement.
• Training, Support & Knowledge Management
• Provide user training and ongoing support for platform adoption and effective usage.
• Deliver knowledge transfer and documentation to internal IT and support teams.
• Ensure incident, problem, and request tickets related to ServiceNow are resolved per defined SLAs.

Qualifications we seek in you!
Minimum Qualifications

• Relevant years of overall IT experience, with at least minimum years of hands-on experience in ServiceNow architecture and implementation.
• Deep expertise across multiple ServiceNow modules -- ITSM, ITOM, ITBM/SPM, IRM, HRSD, CMDB, and IntegrationHub.
• Proven experience in platform upgrades, integrations, CMDB design, automation, and configuration management.
• Strong understanding of ITIL processes, with ITIL certification required.
• Advanced knowledge of ServiceNow scripting (JavaScript, Glide API), Flow Designer, and Service Portal customization.
• Experience with cloud integrations, authentication protocols (OAuth, SAML, SSO), and REST/SOAP APIs.
• Strong understanding of governance frameworks, platform security, and audit compliance.
• Excellent analytical, communication, and stakeholder management skills.

Preferred Qualifications/ Skills

• ServiceNow Certified Implementation Specialist (one or more modules).
• ServiceNow Certified System Administrator (CSA) or Application Developer certification.
• Experience managing ServiceNow in a multi-instance or enterprise-scale environment.
• Background in automation, DevOps pipelines, or AI/ML-driven workflow optimization.

• Governance & Compliance Requirements
• Adhere to internal policies and procedures throughout the engagement.
• Cooperate fully with audit activities from Security and Internal Audit teams.
• Maintain strict compliance with all approved customizations and configurations.
• Ensure all deliverables meet ServiceNow and governance standards and are aligned with vendor best practices.
• Key Deliverables
• Up-to-date, fully supported ServiceNow environment (minimum N-1 version).
• Comprehensive CMDB and asset management compliance.
• Completed enhancement and integration backlog as prioritized.
• Audit-ready documentation for configurations, integrations, and upgrades.
• Dashboards and reports providing actionable operational insights.
• Knowledge transfer documentation and training for internal teams.

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