Sr. Analyst - Service Desk S 4B

Genpact Ltd.; Mumbai; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Genpact Ltd. in Mumbai, India seeks a proactive ITSM Specialist to lead implementation, configuration, and ongoing enhancement of ITSM tools and processes. You will monitor SLAs, guide incident management, and collaborate across teams to drive service excellence.

The role emphasizes trend analysis, root-cause investigations, and robust ITSM documentation. Strong ITIL foundation and cross-functional communication are essential for success in this office-based position.

Qualifications

• Bachelors degrees in engineering, information systems or IT fields as listed.
• ITIL Foundation certification is required (Axelos).
• Experience with ITSM processes and service desk operations is expected.

Responsibilities

• Lead the implementation, configuration, and enhancement of ITSM tools and processes.
• Monitor service levels and KPIs to ensure compliance with SLAs and continuous improvement.
• Provide guidance and support in incident management, problem resolution, and change management processes.
• Collaborate with cross-functional teams to drive process improvements and IT service excellence.
• Conduct trend analysis and root cause analysis to identify opportunities for service improvement.
• Develop and maintain ITSM documentation, including policies, procedures, and work instructions.

Skills

Agile

BCP

Client relations

Collaboration tools

Design thinking

Engineering services

Executive presence

IT service desk

Mac OS support

Storytelling

Workplace services

Education

Bachelors - Computer Engineering

Bachelors - Database Management

Bachelors - Information Systems

Bachelors - Information Technology

Bachelors - Network Engineering

Job description

**Ready to turn bold ideas into real-world impact?** At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or 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 agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.**Job Description**• Lead the implementation, configuration, and enhancement of ITSM tools and processes;• Monitor service levels and KPIs to ensure compliance with SLAs and continuous improvement;• Provide guidance and support in incident management, problem resolution, and change management processes;• Collaborate with cross-functional teams to drive process improvements and IT service excellence;• Conduct trend analysis and root cause analysis to identify opportunities for service improvement;• Develop and maintain ITSM documentation, including policies, procedures, and work instructions.• Lead the implementation, configuration, and enhancement of ITSM tools and processes;• Monitor service levels and KPIs to ensure compliance with SLAs and continuous improvement;• Provide guidance and support in incident management, problem resolution, and change management processes;• Collaborate with cross-functional teams to drive process improvements and IT service excellence;• Conduct trend analysis and root cause analysis to identify opportunities for service improvement;• Develop and maintain ITSM documentation, including policies, procedures, and work instructions.**Qualifications**Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network Engineering**Certifications**ITIL Foundation - AxelosAxelos**Required Skills**Agile Methodology, BIZ dedicated, Business Continuity Planning (BCP), Client Relations, Collaboration Tools, Design Thinking, Engineering Services, Executive Presence, Field Support, Inclusion, IT Service Desk, Mac OS Support, Personal Effectiveness, Storytelling, Workplace Services**Language**English (Required)**Language Proficiency -**Intermediate - B1**Additional Job Location -****Job Type**Regular**Master Skill List -**Service Desk S**Remote Type -**Office**Work Shift -**Any (India)**Why join Genpact?** • **Lead AI-powered transformation** – Drive innovation and solve real-world business challenges that matter • **Make an impact** – Help global enterprises solve business challenges that matter • **Accelerate your career** – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead • **Work with the best** – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day • **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.