Principal Consultant ServiceNow Architect

Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were 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 whats possible this is your moment.
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Inviting applications for the role of Principal Consultant - ServiceNow Architect
We are seeking a highly skilled and experienced ServiceNow Architect the design development and implementation of automation solutions across our organization. This role requires deep technical expertise strategic thinking and the ability to collaborate with cross-functional teams to drive efficiency and innovation.
Responsibilities
We are seeking an experienced and highly skilled ServiceNow Architect will be responsible for the strategic design development and management of the ServiceNow platform ensuring it operates as a scalable secure and high-performing enterprise system. This role involves overseeing platform enhancements integrations automation and governance to enable seamless IT and business operations across environments.
The architect will collaborate with multiple stakeholders to translate business needs into robust ServiceNow solutions align with best practices and ensure continuous improvement of the platform.
Responsibilities

Platform Management & Optimization
Manage and optimize the ServiceNow platform ensuring streamlined workflows enhanced user experience and platform compliance.
Perform timely platform upgrades in alignment with ServiceNows latest releases ensuring access to new features security updates and performance enhancements.
Maintain operational support for all existing ServiceNow modules including CMDB ITSM ITOM ITBM/SPM IRM S2P and HR Service Delivery.
Ensure all systems remain aligned with industry and vendor best practices avoiding unauthorized customizations without prior approval.
Architecture Design & Development
Define maintain and evolve the ServiceNow reference architecture to ensure scalability interoperability and upgrade readiness.
Provide solution design and engineering for new modules features and integrations based on evolving business requirements.
Conduct impact assessments for enhancements and integrations to ensure alignment with architectural principles.
Lead development and configuration activities following ServiceNow best practices coding standards and governance policies.
Ensure all platform extensions and integrations maintain seamless version upgrade compatibility.
Integrations & Automation
Execute product integrations with ServiceNow to streamline data exchange and automate cross-platform workflows.
Maintain integration points with other enterprise systems using IntegrationHub connectors and spokes where possible.
Monitor integration performance and ensure data integrity reliability and security across systems.
Governance Compliance & Security
Adhere to all Security and Policy directives including audit requirements from internal and external auditors (e.g. Deloitte EY).
Maintain a compliant CMDB and ensure accurate asset lifecycle management.
Conduct license tracking access reviews and role management to maintain operational compliance.
Ensure platform availability data integrity and performance across all environments.
Enhancement Management & Upgrades
Oversee and prioritize the ServiceNow enhancement pipeline based on business needs and technical feasibility.
Conduct regular platform upgrades (minimum N-1 vendor version) and manage associated regression testing validation and remediation.
Lead upgrade planning communication and deployment in collaboration with stakeholders.
Monitor ServiceNows product roadmap and proactively plan for required changes and feature adoption.
Reporting Analytics & Insights
Develop and maintain dashboards and reports for operational and executive decision-making.
Deliver actionable insights through data-driven reporting to support performance tracking and service improvement.
Training Support & Knowledge Management
Provide user training and ongoing support for platform adoption and effective usage.
Deliver knowledge transfer and documentation to internal IT and support teams.
Ensure incident problem and request tickets related to ServiceNow are resolved per defined SLAs.
Qualifications we seek in you!
Minimum Qualifications

Relevant years of overall IT experience with at least minimum years of hands-on experience in ServiceNow architecture and implementation.
Deep expertise across multiple ServiceNow modules ITSM ITOM ITBM/SPM IRM HRSD CMDB and IntegrationHub.
Proven experience in platform upgrades integrations CMDB design automation and configuration management.
Strong understanding of ITIL processes with ITIL certification required.
Advanced knowledge of ServiceNow scripting (JavaScript Glide API) Flow Designer and Service Portal customization.
Experience with cloud integrations authentication protocols (OAuth SAML SSO) and REST/SOAP APIs.
Strong understanding of governance frameworks platform security and audit compliance.
Excellent analytical communication and stakeholder management skills.

Preferred Qualifications/ Skills
ServiceNow Certified Implementation Specialist (one or more modules).
ServiceNow Certified System Administrator (CSA) or Application Developer certification.
Experience managing ServiceNow in a multi-instance or enterprise-scale environment.
Background in automation DevOps pipelines or AI/ML-driven workflow optimization.

Governance & Compliance Requirements
Adhere to internal policies and procedures throughout the engagement.
Cooperate fully with audit activities from Security and Internal Audit teams.
Maintain strict compliance with all approved customizations and configurations.
Ensure all deliverables meet ServiceNow and governance standards and are aligned with vendor best practices.

Key Deliverables
Up-to-date fully supported ServiceNow environment (minimum N-1 version).
Comprehensive CMDB and asset management compliance.
Completed enhancement and integration backlog as prioritized.
Audit-ready documentation for configurations integrations and upgrades.
Dashboards and reports providing actionable operational insights.
Knowledge transfer documentation and training for internal teams.

Why join Genpact
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 careerGain 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 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets 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.