Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Summary
Own and govern the ServiceNow CMDB to ensure it is a trusted system of record supporting ITSM and ITOM.
Drive data quality, CI lifecycle management, and integration with discovery and automation capabilities.
Enable accurate impact analysis and operational decision-making.
Key Responsibilities
- Define and govern CMDB strategy, standards, and processes (ITIL 4, CSDM)
- Manage CI lifecycle and maintain accurate relationships across infrastructure, applications, and cloud
- Drive data quality via audits, reconciliation, and KPI tracking
- Integrate CMDB with Discovery, Service Mapping, and external data sources
- Support Incident, Problem, and Change with impact analysis and root cause insights
- Partner with stakeholders to ensure adoption, accountability, and continuous improvement
- Identify and implement automation opportunities
Required Qualifications
- Hands-on ServiceNow CMDB experience
- Strong ITSM knowledge (Incident, Problem, Change)
- CI lifecycle and relationship modeling experience
- Discovery and data reconciliation knowledge
- Data governance and quality management experience
Preferred Qualifications
- Cloud platforms (AWS, Azure, GCP)
- ServiceNow ITOM (Discovery, Service Mapping)
- Scripting (PowerShell, Python)
- CSDM familiarity
- ServiceNow Data Foundations Certification
Nice to Have
- Knowledge Management exposure
Core Competencies
- Data-driven, process-oriented mindset
- Ability to influence cross-functional teams
- Clear communicator (technical and business)
- Focus on scalability and standardization
Working hours-2:00 PM – 10:00 PM IST
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If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
