Servicenow team Lead

Genpact; Pune District, Bengaluru, Delhi; Hybrid; INR 1,800,000 - 3,200,000; Full time

Job summary

Genpact in Pune seeks an experienced ServiceNow Technical Lead with deep expertise in ITSM, CSM, CMDB, CSDM and integrations, including exposure to Now Assist and AI Agents. The role demands hands-on development capability and technical leadership.

You will configure and optimize CMDB, implement data governance, build integrations via REST/SOAP and Integration Hub, and mentor a delivery team in an agile environment.

Strong communication and stakeholder management are essential.

Qualifications

• 8+ years of ServiceNow experience.
• Strong expertise in ITSM and CSM.
• Strong hands-on knowledge of CMDB and CSDM.
• Strong experience with ServiceNow integrations.
• Proficient in JavaScript, Glide APIs, Business Rules, Script Includes, Client Scripts, and Flow Designer.
• Strong technical architecture and problem-solving skills.
• Excellent communication and stakeholder management skills.

Responsibilities

• Configure and maintain CMDB architecture, CI classes, relationships, and data models.
• Apply CSDM principles to ServiceNow implementations.
• Support CMDB governance, data quality, reconciliation, and normalization.
• Ensure integrations populate and maintain accurate CMDB data.
• Develop and configure ITSM and CSM solutions.
• Develop and customize Business Rules, Client Scripts, UI Policies, Script Includes, and Flow Designer workflows.
• Develop integrations using REST/SOAP APIs and Integration Hub.
• Understand Now Assist and ServiceNow AI capabilities.
• Have basic knowledge of AI Agents and AI Agent workflows.
• Use AI-assisted development tools where appropriate.

Skills

ServiceNow

ITSM

CSM

CMDB

CSDM

JavaScript

Glide APIs

Flow Designer

REST APIs

SOAP APIs

Integration Hub

AI/Now Assist

Tools

REST API

SOAP API

Integration Hub

Now Assist

Job description

Ready to build the future with AI?
At Genpact, we dont 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 anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep 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 teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, andFacebook.

Job Title: ServiceNow Technical Lead – ITSM / CSM / CMDB / CSDM / Integrations / AI

Role Summary

We are looking for an experienced ServiceNow Technical Lead with strong expertise in ITSM, CSM, CMDB, CSDM, and integrations, with exposure to Now Assist and AI Agents. The role requires strong platform knowledge, hands-on development capability, and technical leadership.

Key Responsibilities

CMDB / CSDM

• Configure and maintain CMDB architecture, CI classes, relationships, and data models.
• Apply CSDM principles to ServiceNow implementations.
• Support CMDB governance, data quality, reconciliation, and normalization.
• Ensure integrations populate and maintain accurate CMDB data.

ServiceNow Development

• Develop and configure ITSM and CSM solutions.
• Develop and customize Business Rules, Client Scripts, UI Policies, Script Includes, and Flow Designer workflows.
• Develop integrations using REST/SOAP APIs and Integration Hub.

AI & Automation

• Understand Now Assist and ServiceNow AI capabilities.
• Have basic knowledge of AI Agents and AI Agent workflows.
• Use AI-assisted development tools where appropriate.

Required Skills & Qualifications

• 8+ years of ServiceNow experience.
• Strong expertise in ITSM and CSM.
• Strong hands-on knowledge of CMDB and CSDM.
• Strong experience with ServiceNow integrations.
• Proficient in JavaScript, Glide APIs, Business Rules, Script Includes, Client Scripts, and Flow Designer.
• Strong technical architecture and problem-solving skills.
• Excellent communication and stakeholder management skills.

Good to Have

• 3–4 relevant ServiceNow certifications:
• CSA
• CAD
• CIS-ITSM
• CIS-CSM
• Exposure to ITOM and Discovery.
• Experience with Now Assist / AI Agents.
• Exposure to ATF.
• Experience with Service Portal and widgets.
• Experience working in Agile / SAFe environments.