Senior Analyst

Sapiens; Bengaluru; Hybrid; INR 700,000 - 1,100,000; Full time

Job summary

Sapiens is seeking a Senior Analyst (Service Desk) to join our Bangalore team. This role is the frontline for customer and user issue reporting, with responsibility for end-to-end ticket management and proactive monitoring in a 24/7 environment. Location: Bangalore, India.

Working Model: hybrid arrangement with both remote and in-office options to optimize flexibility and productivity. You will collaborate with cross-functional teams and participate in Major Incident Management to ensure timely

Qualifications

• Must have 3.5+ years in 24/7 ServiceDesk with application support.
• Hands-on Incident and Major Incident Management experience.
• Knowledge of Change and Problem management processes.
• Comfort with a dynamic, high-pressure environment and multiple tasks.
• Experience with ServiceNow as the ticketing tool.
• Strong written and verbal communication skills.

Responsibilities

• Be the first point of contact for customers and internal users via calls, emails, and self-service.
• Log tickets with complete details and triage for priority and impact.
• Coordinate with support teams and ensure timely progress updates to customers.
• Manage ticket lifecycle end-to-end and monitor queue for timely actions.
• Coordinate with stakeholders including customers, project teams, DEV, and Infra teams.
• Participate in Major Incident Management bridge calls and drive resolution.
• Prepare and submit RCA documents within set timelines.
• Handle end-to-end Service Request Management.
• Utilize proactive monitoring tools to anticipate issues.

Skills

Incident Management

Major Incident Management

Service Request Management

Change Management

Problem Management

ServiceNow

Communication

Rotational Shifts

DevOps Collaboration

Copilot Awareness

Azure Fundamentals

AWS Fundamentals

Automation & Dashboards

Power BI Awareness

Education

Azure Fundamentals Certification

AWS Fundamentals Certification

ITIL V4 Foundation

Tools

ServiceNow

Power BI

Job description

Sapiens is on the lookout for a Senior Analyst (Service Desk) to become a key player in our Bangalore team. If you're a Service Desk pro and ready to take your career to new heights with an established, globally successful company, this role could be the perfect fit.
Location: Bangalore, India
Working Model: Our flexible work arrangement combines both remote and in-office work, optimizing flexibility and productivity.

What You’ll Do

• First point of contact for customers, internal organisation users for reporting issues and requests via calls, emails, monitoring tools and self-service channels
• Collect complete details of the issue being reported, log a ticket on the ticketing tool.
• Carry out initial triaging to ensure ticket has complete information, appropriate priority and impact details, appropriate support team for assignment.
• Ensure associated internal tickets are created with complete information and appropriate support team assignment.
• Regular follow up on tickets to ensure progress is being made by support teams; up to date progress updates communicated to customers, appropriate usage of the tickets state based on progress.
• Manage tickets lifecycle end to end adhering to process in place.
• Proactively monitor ServiceDesk ticket queue and take appropriate timely actions.
• End to end coordination with stakeholders including customers, project teams, DEV teams, Infrastructure teams wherever necessary to make progress on tickets and ongoing issues and requests on emails.
• Follow on call process including multiple teams without miss.
• Participate in Major Incident Management bridge calls and drive towards resolution with the help of support teams.
• Coordinate RCA document preparation and submission within set timelines.
• End to end Service Request Management.
• Must have knowledge on proactive monitoring tools

What to Have for this position.

Must have Skills.

• Total Experience of at least 3.5 years in 24/7 ServiceDesk environment with application support experience
• Good hands-on and knowledge on Incident and Major Incident Management, Service request Management processes
• Good knowledge on Change and Problem management process
• Good hands-on experience in working in a dynamic high-pressure environment dealing with multiple aspects at the same time
• Good hands-on experience in ticketing tools like ServiceNow.
• Good Analytical and problem-solving skills with Strong interpersonal, facilitation skills along with effective communication (both written and verbal) skills
• Ready to work in rotational shifts and offs without any issues
• Team player who believes in collaborating with team members and lending extra support wherever needed
• Awareness of copilot usage, ChatGPT
• Azure Fundamental’s and AWS fundamentals Certification - Mandatory
• AI-assisted response drafting; Servicenow Adminstration (Awareness)
• Solve issues more via automations + dashboards
• Collaboration with DevOps and SRE Provide real-time user impact feedback during outages

Good to have Skills.

• ITIL V4 foundation knowledge and preferably certified.
• Troubleshoot issues related to cloud services (Azure, AWS)- Tier 1
• ServiceDesk background and experience
• Basic knowledge of networking monitoring – Good to have
• Windows administration Basics knowledge – Good to have
• Usage of Automation Tools ( Power automate)
• Power BI awareness

Required Skills.

• Good Communication skills both verbal and written
• 24/7 ServiceDesk background
• ITIL knowledge and background
• Ready to work in 24/7 team with rotational shifts

About Sapiens

Sapiens is a global leader in the insurance industry, delivering its award-winning, cloud-based SaaS insurance platform to over 600 customers in more than 30 countries. Sapiens’ platform offers pre-integrated, low-code capabilities to accelerate customers’ digital transformation. With more than 40 years of industry expertise, Sapiens has a highly professional team of over 5,000 employees globally.
For More information visit us on www.sapiens.com .
Sapiens is an equal opportunity employer. We value diversity and strive to create an inclusive work environment that embraces individuals from diverse backgrounds.