Senior Principal Consultant - Quality 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.

Senior Principal Consultant – Quality Analyst (Service Now)

In this role you will be responsible for conducting testing activities, improving the existing manual testing procedures, and leading the transition from a manual testing focus to one of automated testing. This position requires advanced quality assurance and software testing experience.

Responsibilities

Work with Service Now project manager, developers, and administrators to develop manual and automated testing solutions for continuous enhancement and integration of Service Now platform and applications.

Implement Service Now Automated Test Framework, Test Management, and other test tools to verify/validate continuous release of Service Now major, minor enhancement and maintenance releases.

Develop, document, implement and maintain test suites and scripts for new and existing Service Now features based on stories and acceptance criteria.

Communicate test goals, priorities, plans, schedule, status, and results across organization.

Document and report Service Now testing, verification and validation status and results including details of errors, non‑conformances, recommended remediation, and corrective actions.

Participate in Agile release planning for new Service Now feature and platform functionality, defect fixes, and platform optimization.

Lead early access testing and user acceptance testing with Service Now platform and application stakeholders.

Ensure testing conclusions, recommendations and sign‑off are supported by test results and necessary exceptions or deviations from requirements are documented.

Minimum Qualifications

B.E / MCA / Relevant degree

Prior working experience with Service Now.

Solid understanding of Test approach, test plan and test strategy.

Manual testing experience of Service Now applications like Incident, Problem, Change, Request, Knowledge, CMDB, Release modules.

Understanding of requirement gathering document and experience of converting the same in test cases.

Understanding of Service Now development and objects used in development.

Experienced in testing of Service Now domain separated environments.

Strong communication and interpersonal skills.

Preferred Qualifications

ITSM certification

ATF micro suite certification

ISTQB certification

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.

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.

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