Project Manager - ServiceNow (ITSM, ITOM & CMDB)

Genpact Ltd.; New Jersey; Hybrid; USD 80,000 - 100,000; Full time

Job summary

Genpact Ltd. in the United States is hiring a Project Manager for ServiceNow (ITSM/ITOM/CMDB) to lead initiatives across ITSM, ITOM, and CMDB domains.

The role requires strong delivery, Agile project management, and ability to drive cross-functional teams in hybrid locations (Jersey City, NJ or Denver, CO). You will manage scope, timelines, risks, dependencies, and stakeholder expectations, facilitate requirements, and lead Agile ceremonies.

Qualifications

• Strong PM with ServiceNow delivery across ITSM/ITOM/CMDB.
• Proficient in Agile project management and stakeholder management.
• Familiar with cross-functional coordination and governance standards.
• Experience with Agile ceremonies and backlog management.

Responsibilities

• Lead end-to-end planning, execution, monitoring, and delivery of ServiceNow projects.
• Manage project scope, timelines, risks, dependencies, and stakeholder expectations.
• Coordinate with business, technical, and operational teams to ensure successful project delivery.
• Drive Agile ceremonies including sprint planning, daily stand-ups, retrospectives, and reviews.
• Facilitate requirement gathering, prioritization, and backlog management.
• Track project progress and provide regular status updates to leadership and stakeholders.
• Ensure alignment of project deliverables with organizational goals and governance standards.
• Support implementation and enhancement initiatives across ITSM, ITOM, and CMDB modules.
• Manage project risks, issues, and mitigation plans proactively.
• Foster collaboration among cross-functional teams and vendors where applicable.

Skills

ServiceNow knowledge

ITSM processes

ITOM concepts

CMDB governance

Agile/Scrum experience

Project planning

Stakeholder management

Prioritization

PM methodologies/tools

Job description

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.

Project Manager - ServiceNow (ITSM, ITOM & CMDB)

Location: Jersey City NJ or Denver CO (Hybrid)

Role Summary:

We are seeking an experienced and proactive Project Manager to lead ServiceNow-related initiatives across IT Service Management (ITSM), IT Operations Management (ITOM), and Configuration Management Database (CMDB) domains. The ideal candidate will have strong project delivery expertise, Agile project management knowledge, stakeholder management skills, and the ability to drive cross-functional teams toward successful outcomes.

Key Responsibilities

• Lead end-to-end planning, execution, monitoring, and delivery of ServiceNow projects.
• Manage project scope, timelines, risks, dependencies, and stakeholder expectations.
• Coordinate with business, technical, and operational teams to ensure successful project delivery.
• Drive Agile ceremonies including sprint planning, daily stand-ups, retrospectives, and reviews.
• Facilitate requirement gathering, prioritization, and backlog management.
• Track project progress and provide regular status updates to leadership and stakeholders.
• Ensure alignment of project deliverables with organizational goals and governance standards.
• Support implementation and enhancement initiatives across ITSM, ITOM, and CMDB modules.
• Manage project risks, issues, and mitigation plans proactively.
• Foster collaboration among cross-functional teams and vendors where applicable.

Required Skills

• Strong understanding of ServiceNow platform capabilities.
• Good knowledge of ITSM processes, including Incident, Problem, Change, Request, and Knowledge Management.
• Understanding of ITOM concepts such as Discovery, Event Management, Service Mapping, and Operational Visibility.
• Knowledge of CMDB architecture, data governance, and configuration management best practices.
• Experience working in Agile and Scrum delivery environments.
• Strong project planning, execution, and reporting skills.
• Excellent stakeholder management and communication abilities.
• Ability to manage multiple priorities in a dynamic environment.
• Familiarity with project management methodologies and tools.

Preferred Qualifications

• ServiceNow platform knowledge with exposure to ITSM, ITOM, and CMDB implementations.
• Agile/Scrum certification or equivalent understanding of Agile practices.
• PMP, PRINCE2, or other project management certifications are advantageous.
• Leadership and team coordination
• Problem-solving and decision-making
• Risk and issue management
• Communication and presentation skills
• Strategic planning and execution
• Lead AI-first transformation - Build and scale AI solutions that redefine industries
• Make an impact - Drive change for global enterprises and solve business challenges that matter
• Accelerate your career - Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
• Grow with the best - Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
• Committed to ethical AI - Work in an environment where governance, transparency, and security are at the core of everything we build
• 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.

The approximate annual base compensation range for this position is [$80,000 to $100,000]. The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant's experience, knowledge, skills, and abilities; geographic location; and internal equity

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.