Description

– Architect Lead (Service Now ITOM)

Position: Architect – Service Now ITOM

Role Summary

We are seeking an experienced Architect with strong expertise in Service Now IT Operations Management (ITOM) to lead the design, implementation, integration, and optimization of enterprise ITOM solutions. The ideal candidate will provide technical leadership, guide development teams, engage with stakeholders, and drive delivery of scalable and efficient IT operations solutions aligned with business objectives.

Key Responsibilities

- Lead end-to-end implementation and enhancement of Service Now ITOM solutions.
- Architect and design scalable solutions across ITOM modules including Discovery, Service Mapping, Event Management, Cloud Discovery, and CMDB.
- Provide technical leadership and mentoring to developers, administrators, and implementation teams.
- Collaborate with business stakeholders, architects, infrastructure teams, and project managers to define solution strategies.
- Establish best practices for Service Now development, configuration, integrations, and platform governance.
- Conduct technical design reviews, code reviews, and quality assurance activities.
- Drive CMDB health initiatives, data governance, and service mapping accuracy.
- Lead troubleshooting and resolution of complex platform and integration issues.
- Support deployment planning, release management, and production support activities.
- Ensure solution compliance with security, performance, scalability, and operational standards.

Required Skills & Expertise

Service Now ITOM

- Discovery
- Service Mapping
- Event Management
- CMDB
- Cloud Discovery
- MID Server Architecture
- ITOM Visibility
- ITOM Health

Platform & Development

- Service Now Platform Architecture
- Java Script
- Glide APIs
- Flow Designer
- Integration Hub
- Service Portal
- Scoped Applications
- Update Sets and Application Repository

Integrations

- REST APIs
- SOAP APIs
- Web Services
- Infrastructure Monitoring Tools Integration
- Cloud Platform Integrations (Azure, AWS, GCP)
- Third-Party Event Monitoring Solutions

Infrastructure Knowledge

- Windows and Linux Administration
- Network Fundamentals
- Virtualization Technologies
- Cloud Infrastructure
- Server and Application Architecture
- Database Concepts





Leadership Responsibilities

- Lead technical workshops and design sessions.
- Translate business requirements into technical solutions and implementation roadmaps.
- Manage technical risks, dependencies, and escalations.
- Guide teams on platform standards and implementation methodologies.
- Drive knowledge sharing and capability development within the team.
- Collaborate with enterprise architects and leadership on strategic initiatives.

Preferred Qualifications

- Strong experience delivering enterprise-scale Service Now implementations.
- Expertise in CMDB governance, Discovery optimization, and Service Mapping strategies.
- Experience integrating Service Now with monitoring and observability platforms.
- Ability to engage with business, operational, and executive stakeholders.
- Strong problem-solving, stakeholder management, and communication skills.
- Service Now certifications in ITOM and platform administration/development are highly desirable.

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

Certified System Administrator – Service Now - Service NowService Now

Required Skills

Agile Methodology, Change Management, Client Relations, Collaboration Tools, Design Thinking, Executive Presence, Inclusion, Modernizing Operations, People Leadership, Personal Effectiveness, Risk Management, Service Now Platform, Storytelling

Language

English

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

Enterprise Application Service Now N

Remote Type -

Office

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 Chance 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 energetic 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.

📌 Architect - Enterprise Application ServiceNow N 4D (India)
🏢 Genpact
📍 India