Sr. Developer - Enterprise Application ServiceNow N 4B

• 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.

• Work closely with

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• Participate in

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• Provide

• 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.

• 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.