Tech Lead - Service Desk N 4C

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Gurugram District; On-site; INR 180,000 - 320,000; Full time

Job summary

Genpact is seeking an experienced ServiceNow Administrator focused on IT Service Management (ITSM). The role encompasses day-to-day administration, configuration, and support to ensure platform stability and optimized workflows.

The candidate should have hands-on ServiceNow experience, ITIL process understanding, and readiness to grow into advanced platform responsibilities within a global environment.

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

Responsibilities

• Administer and maintain the ServiceNow platform, ensuring availability, performance, and data integrity
• Configure and support 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
• 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 and processes
• Collaborate with developers and service desk teams to implement enhancements
• Ensure adherence to ServiceNow best practices and governance standards

Skills

ServiceNow Admin

ITSM support

JavaScript basics

Analytical skills

Communication skills

ITIL knowledge

Education

Bachelor's degree in Computer/IT field

Tools

ServiceNow

Flow Designer

Transform Maps

Update Sets

Job description

Tech Lead - Service Desk N

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

.

Qualifications

Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network Engineering

Certifications

ITIL Foundation - Axelos, Microsoft Certified Solutions Associate - Microsoft

Required Skills

Agile Methodology, Client Relations, Collaboration Tools, Design Thinking, Engineering Services, Executive Presence, Inclusion, IT Consulting Services, IT Service Management (ITSM), People Leadership, Personal Effectiveness, Risk Management, Service Integration and Management (SIAM), Storytelling, Workplace Services

Language

English (Required)

Language Proficiency

Proficient - C2

Job Type

Regular

Master Skill List

DNU Service Desk N

Remote Type

Office

Work 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 you