Tech Lead - Service Desk N 4C

Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or 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 agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

We are seeking an experienced ServiceNow Administrator with a strong focus on IT Service Management (ITSM). The ServiceNow Administrator is responsible for the day-to-day administration, configuration, and support of. This role ensures platform stability, supports ITSM processes, and partners with stakeholders to enhance workflows and user experience. The ideal candidate has hands-on ServiceNow experience, a solid understanding of ITIL-based processes, and is ready to grow into more advanced platform responsibilities.
Key Responsibilities Administer and maintain the ServiceNow platform, ensuring availability, performance, and data integrity Configure and support core ITSM modules such as Incident, Request, Change, and Problem Management Manage users, groups, roles, and access controls Create and maintain forms, fields, business rules, client scripts, UI policies, notifications, and workflows/Flow Designer Perform platform upgrades, patching, and testing in lower environments Troubleshoot issues, analyze root causes, and provide timely resolution Support integrations and data imports using Import Sets and Transform Maps Maintain documentation for configurations, processes, and procedures Collaborate with developers, process owners, and service desk teams to implement enhancements Ensure adherence to ServiceNow best practices and governance standards Required Qualifications

hands-on experience administering ServiceNow
Experience supporting ITSM processes in an enterprise environment Basic knowledge of JavaScript as it applies to ServiceNow scripting Familiarity with ServiceNow configuration vs. customization best practices Experience with update sets and promotion across environments Strong analytical, troubleshooting, and communication skills Preferred Qualifications ServiceNow Certified System Administrator (CSA) Exposure to additional modules such as CMDB, Knowledge Management, or Service Portal Experience supporting integrations (REST/SOAP) ITIL Foundation certification or working knowledge of ITIL Soft Skills & Competencies Strong attention to detail and organization Ability to manage multiple priorities in a fast-paced environment Collaborative mindset with a focus on customer experience Willingness to learn and grow within the ServiceNow platform .

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