Senior Principal Consultant – Solution Architect - Service

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Job Description - Senior Principal Consultant – Solution Architect - Service Now (ITO
098815)

Senior Principal Consultant – Solution Architect - Service Now - ITO
098815

Ready to build the future with AI? 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 m 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.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting‑edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at  and on Linked In, X, You Tube, and Facebook.

In this role, you will provide technical leadership to the team & work closely with client enterprise architecture team and client Service Now teams.

• Provides technical leadership to the team.
• Creates and maintains a detailed view of the existing architecture.
• Designs and collaborates with Business Process Analysts and Developers in the creation of a High-Level Solution Design Document.
• Defines and communicates technical solutions aligned with business problems and systems architecture.
• Ensures technical governance process and policies are being adhered to.
• Provides architectural controls to ensure the correct technical solutions are used when delivering business solutions.
• Creates and maintains a detailed view of integrations.
• Creates and maintains a Technical Implementation Roadmap.
• Resolves technical escalations, including responding to defects.
• Participates in process workshops.
• Works closely with client enterprise architecture team and client Service Now teams.
• Periodically reviews configuration to ensure platform health.
• Assesses instance health (performance, manageability, usability, scalability, up gradability, and security) by conducting Service Now Health Scan.
• Reviews design and code per sprint to ensure quality.
• Provides hands‑on assistance with the detailed design and implementation approach of selected projects.
• Ensures design is within the boundaries of licensed modules; if not, communicates changes in license to the client.
• Maintains expert knowledge of the Service Now platform, products, capabilities, and ecosystem.
• Assists in migrating configuration across instances.
• Supports COE in continuous development of training paths for professional advancement.
• Contributes to ongoing definition of best development and solution practices.
• Leads training workshops to spread experiences gained across the practice.

• Certified System Administrator (CSA) with two mainline certifications such as Customer Service Management (CSM), Human Resources Service Delivery (HRSD), IT Service Management (ITSM), Governance, Risk, and Compliance (GRC), or IT Operations Management (ITOM).
• Experience in S2P, FSO, and Service mapping; preference for Service mapping experience.
• Experience in greenfield implementation of at least two Service Now modules with a strong understanding of their features.
• Proven ability to develop Service Now solutions that meet business requirements while adhering to best practices and standards.
• Demonstrated experience providing technical guidance and leadership to development teams, overseeing implementation of Service Now modules to ensure quality delivery.
• Extensive experience…