Tech Lead - Service Desk N 4C

Overview

Genpact is hiring an experienced ServiceNow Administrator with a strong focus on IT Service Management (ITSM) to handle day-to-day administration, configuration and support of the ServiceNow platform.

What you'll do

• 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

What you'll need

• 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
• Language: English (required), proficient, C2 level

Nice to have

• 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

Details

• Location: DLF Commercial Building 3, Phase V, Gurugram, India
• Work mode: Office work
• Job type: Regular
• Shift: Day Job (India)