Principal Consultant - ITSM System Administrator (Ivanti / IT Connect & Extraction)

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 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 genpact.com and on LinkedIn, X, YouTube, and Facebook.  

Inviting applications for the role of Lead Consultant - Ivanti / IT Connect & Extraction ITSM System Administrator 

We are seeking a highly skilled ITSM System Administrator with expertise in Ivanti Service Manager (ISM) and related IT support platforms. This role will focus on designing and optimizing workflows, improving taxonomy and assignment groups, assisting with dashboard and report creation, and enhancing data accuracy within analytics tools to support our IT support systems. The ideal candidate will have a strong background in IT Service Management processes and a passion for continuous improvement. 

Responsibilities 

• System Administration & Configuration: Manage and maintain Ivanti ISM and related ITSM platforms (IT Connect, Extraction). Configure and optimize workflows, business rules, and automation to improve efficiency. Ensure proper integration with other IT systems and tools. 

• Process & Taxonomy Improvement: Develop and refine taxonomy for services, categories, and assignment groups. Collaborate with IT support teams to ensure accurate routing and escalation processes. 

• Data Quality, Analytics & Reporting: Monitor and improve data accuracy in ITSM systems and reporting tools. Assist in the creation of dashboards and reports to provide actionable insights. Work with analytics teams to ensure dashboards and KPIs reflect reliable data. Identify trends and recommend improvements based on data insights. 

• Continuous Improvement & Documentation: Maintain system documentation, including workflows, configurations, and processes. Stay current with Ivanti best practices and new features to enhance system capabilities. 

Qualifications we seek in you! 

Minimum Qualifications 

• Bachelor’s degree in IT, Computer Science, or related field.  

• Excellent analytical and reporting skills using Excel, Power BI, or similar tools.  

• Strong communication and interpersonal skills.  

• Ability to work independently and manage multiple priorities. 

• Proven experience administering Ivanti Service Manager, ServiceNow, or similar ITSM platforms. 

• Strong understanding of ITIL processes (Incident, Problem, Change, Request). 

• Experience creating and optimizing workflows, business rules, and automation. 

• Familiarity with data analytics tools, dashboard creation, and reporting best practices. 

• Excellent problem-solving and communication skills. 

Preferred Qualifications/ Skills 

• Ivanti certifications or equivalent ITSM tool certifications. 

• Experience with integration tools and APIs for ITSM platforms. 

• Knowledge of taxonomy design and service catalog management. 

• Detail-oriented with a focus on data accuracy. 

• Ability to work collaboratively across IT teams. 

• Strong documentation and organizational skills. 

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.