Sr. Developer - Enterprise Application ServiceNow N 4B

Genpact Ltd.; Hyderabad; Hybrid; INR 900,000 - 1,500,000; Full time

Job summary

Genpact Ltd. is seeking an experienced ServiceNow Administrator to manage, support, maintain and enhance the ServiceNow platform.

The role combines administration, production support, user access management, workflow optimization, reporting, and change governance to ensure stable, secure operations. The ideal candidate will have hands-on ServiceNow development experience, strong troubleshooting skills, and the ability to work with cross-functional teams in a fast-moving, innovation-driven

Qualifications

• Hands-on ServiceNow development and administration experience.
• Experience with SLA-driven incidents, requests, and support.
• Strong troubleshooting and root-cause analysis skills.
• Excellent communication and stakeholder management.

Responsibilities

• Administer and support the ServiceNow platform, including configuration and production support.
• Manage incidents, RITMs, and user issues within SLA timelines.
• Configure Service Catalog items, order guides, approvals, and notifications.
• Develop and support Business Rules, Client Scripts, UI Policies, and reports.
• Collaborate with Infrastructure, Cloud, Network, and Operations teams.

Skills

ServiceNow Administration

Production Support

Flow Designer

Workflows

Reports Dashboards

User Administration

ACLs Security

Incident SLA Mgmt

Education

Bachelor's in Computer Eng/CS/IT

Tools

Flow Designer

REST APIs

SOAP APIs

Service Catalog

Job description

**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**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.**Job Title: ServiceNow Administrator****Role Summary**We are seeking an experienced ServiceNow Administrator to manage, support, maintain, and enhance the ServiceNow platform. This role combines platform administration, production support, user access management, Service Catalog administration, workflow support, reporting, and configuration management to ensure reliable day-to-day operations of ServiceNow. The ideal candidate will possess strong ServiceNow administration and troubleshooting skills, with experience supporting business users, resolving incidents, maintaining platform configurations, and implementing enhancements while ensuring platform stability, security, and compliance.**Key Responsibilities****ServiceNow Administration & Platform Support*** Administer and support the ServiceNow platform, including day-to-day configuration, maintenance, troubleshooting, and production support activities.* Manage and resolve Incidents, RITMs, and user issues within SLA timelines, performing root cause analysis and implementing sustainable solutions.* Administer user access, roles, groups, ACLs, and security configurations while supporting audit and compliance requirements.* Configure and maintain Service Catalog Items, Record Producers, Order Guides, Variables, Approvals, Notifications, Workflows, and Flow Designer automations.* Develop and support platform configurations including Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and Email Scripts.* Implement platform enhancements, change requests, and operational improvements in accordance with ServiceNow best practices and governance standards.* Create and maintain reports and dashboards, monitor SLA compliance and operational metrics, and provide support to business and technical stakeholders.* Collaborate with cross-functional teams to resolve issues, deliver enhancements, support releases, and ensure the continued stability, security, and effectiveness of the ServiceNow platform.**Collaboration & Support*** Work closely with **Infrastructure, Cloud, Network, and Operations teams**.* Participate in **architecture discussions and technical solution design**.* Provide **production support, troubleshooting, and defect resolution**.**Required Skills & Qualifications*** hands-on ServiceNow development experience.* Strong experience in ServiceNow Administration and Production Support.* Hands-on experience with:* Service Catalog* Flow Designer & Workflows* User Administration, Roles & Groups* ACLs & Security* Business Rules, Client Scripts, UI Policies, and Notifications* Reports & Dashboards* Experience managing SLA-driven incidents, requests, and support activities.* Strong troubleshooting, debugging, and root-cause analysis skills.* Excellent communication and stakeholder management skills.**Good to Have*** ServiceNow Certifications, including:* Certified System Administrator (CSA) (highly preferred)* Certified Application Developer (CAD) (preferred)* Certified Implementation Specialist (CIS) – IT Service Management (ITSM) (more relevant than Discovery/Service Mapping for this role)* Experience supporting ServiceNow in BFSI, Healthcare, or other regulated industries.* Exposure to ServiceNow ITSM modules including Incident, Request, Change, Problem, Knowledge, and Service Catalog Management.* Experience with ServiceNow integrations, REST/SOAP APIs, and third-party application support.* Experience working in Agile, Scrum, or SAFe environments.* Familiarity with Flow Designer, Integration Hub, and Employee Center/Service Portal.* Experience with platform upgrades, release management, and instance administration.* Knowledge of ITIL processes and best practices.* Strong documentation, stakeholder management, and end-user support skills.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.**Qualifications**Bachelors - Computer Engineering, Bachelors - Computer Science, Bachelors - Information Technology, Masters - Software Engineering**Certifications**ServiceNow Certified Application Developer - ServiceNow**Required Skills**Agile Methodology, Client Relations, Collaboration Tools, Design Thinking, Executive Presence, Inclusion, Personal Effectiveness, ServiceNow Platform, Storytelling**Language**English**Language Proficiency -**Proficient - C2**Additional Job Location -****Job Type**Regular**Master Skill List -**Enterprise Application ServiceNow N**Remote Type -**Hybrid**Work Shift -**Flex Time (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 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.