Delivery Manager - Service Desk N 4D

Genpact; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Genpact in Hyderabad is seeking an experienced ServiceNow Administrator focused on ITSM to maintain, configure and support the ServiceNow platform. You will manage incidents, requests, changes and problem workflows, ensuring stability and data integrity while collaborating with service desk teams.

The role requires hands-on ServiceNow experience, ITIL knowledge, and strong analytical and communication skills.

Qualifications

• Hands-on ServiceNow administration experience.
• Experience supporting ITSM processes in an enterprise environment.

Responsibilities

• Administer and configure the ServiceNow platform to support ITSM workflows.
• Manage incidents, requests, changes and problem management.
• Collaborate with stakeholders to improve user experience and governance.

Skills

ITSM

JavaScript basics

Workflow design

ServiceNow scripting

Analytical thinking

Communication

Education

Bachelors - Computer Engineering

Bachelors - Information Technology

Bachelors - Information Systems

Bachelors - Network Engineering

Tools

ServiceNow

REST API

SOAP API

Flow Designer

Job description

Delivery Manager - Service Desk NReady 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 DescriptionServiceNow Administrator ITSMWe 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 ResponsibilitiesAdminister and maintain the ServiceNow platform, ensuring availability, performance, and data integrityConfigure and support core ITSM modules such as Incident, Request, Change, and Problem ManagementManage users, groups, roles, and access controlsCreate and maintain forms, fields, business rules, client scripts, UI policies, notifications, and workflows/Flow DesignerPerform platform upgrades, patching, and testing in lower environmentsTroubleshoot issues, analyze root causes, and provide timely resolutionSupport integrations and data imports using Import Sets and Transform MapsMaintain documentation for configurations, processes, and proceduresCollaborate with developers, process owners, and service desk teams to implement enhancementsEnsure adherence to ServiceNow best practices and governance standardsRequired QualificationsGood hands-on experience administering ServiceNowExperience supporting ITSM processes in an enterprise environmentBasic knowledge of JavaScript as it applies to ServiceNow scriptingFamiliarity with ServiceNow configuration vs. customization best practicesExperience with update sets and promotion across environmentsStrong analytical, troubleshooting, and communication skillsPreferred QualificationsServiceNow Certified System Administrator (CSA)Exposure to additional modules such as CMDB, Knowledge Management, or Service PortalExperience supporting integrations (REST/SOAP)ITIL Foundation certification or working knowledge of ITILSoft Skills & CompetenciesStrong attention to detail and organizationAbility to manage multiple priorities in a fast-paced environmentCollaborative mindset with a focus on customer experienceWillingness to learn and grow within the ServiceNow platformQualificationsBachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network EngineeringCertificationsServiceNow Certified Application Developer - ServiceNowServiceNowRequired SkillsAgile Methodology, Change Management, Client Relations, Collaboration Tools, Design Thinking, Engineering Services, Executive Presence, Inclusion, IT Consulting Services, IT Service Management (ITSM), Modernizing Operations, People Leadership, Personal Effectiveness, Risk Management, Service Integration and Management (SIAM), Storytelling, Workplace ServicesLanguageEnglish (Required)Language Proficiency -Proficient - C2Additional Job Location -Job TypeRegularMaster Skill List -Service Desk NRemote Type -OfficeWork Shift -Day Job (India)Why join Genpact?• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter• Make an impact – Help global enterprises solve business challenges that matter• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome 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.