Principal Consultant - Business Analyst - Service Now

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 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.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep 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 teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, andFacebook.

Inviting applications for the role of PrincipalConsultant - Business Analyst - Service Now

In this role you will be responsible for part of the full project lifecycle with a primary focus on business value and benefit realization.

Key Responsibilities:

• Collaborate with stakeholders to gather, analyze, and document business requirements related to ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM).

• Translate business needs into functional specifications and user stories with clear acceptance criteria.

• Participate in Agile ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives.

• Work closely with ServiceNow developers and architects to ensure solutions align with business goals and platform best practices.

• Conduct gap analysis and impact assessments for new requirements or changes.

• Support UAT (User Acceptance Testing) by preparing test cases, coordinating testing efforts, and validating results.

• Maintain a product backlog and prioritize features based on business value and technical feasibility.

• Provide training and documentation to end-users and stakeholders as needed.

• Monitor and report on project progress, risks, and issues.

Minimum Qualifications:

• Bachelor’s degree in computer science, Information Systems, Business Administration, or related field.

• Good experience as a Business Analyst, with focus on ServiceNow.

• Strong understanding of Agile methodologies (Scrum, Kanban).

• Experience with ServiceNow modules such as ITSM, ITOM, CSM or HRSD. Experience on service mapping, FSO despite, S2P would be preferred.

• Proficiency in writing user stories, use cases, and process flows.

• Excellent communication, interpersonal, and stakeholder management skills.

• Ability to work independently and collaboratively in a team environment.

Preferred qualifications and skills:

• ServiceNow Certified System Administrator or other relevant certifications.

• Experience with Agile tools like Jira, Azure DevOps, or Rally.

• Familiarity with ITIL framework and practices.

• Experience in enterprise-level ServiceNow implementations or upgrades.

• Excellent communication and stakeholder management skills.

• Self-motivated, Positive outlook & result oriented

• Demonstrated strengths in leadership, critical analysis, strategic problem-solving, and effective interpersonal communication.

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 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.