Sr. Analyst - Service Desk S 4B

EDM S. DE RL DE CV; Nuevo México; Híbrido; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

Genpact is seeking a Sr. Analyst - Service Desk to lead ITSM tool implementations, drive service excellence, and guide incident, problem, and change management in a hybrid work setup across Mexico. You will collaborate with diverse teams to enhance processes, monitor KPIs, and develop comprehensive ITSM documentation.

The role emphasizes agile methods, ITIL foundations, and strong stakeholder communication to deliver measurable improvements in service delivery and customer outcomes.

Formación

• Bachelor's degree or higher in a relevant field.
• ITIL Foundation certification or equivalent experience.
• Experience with ITSM processes and service-delivery improvements.
• Strong incident, problem, and change management experience.
• Comfort working in a cross-functional, fast-paced environment.

Responsabilidades

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

Conocimientos

Agile Methodology

IT Service Desk

Client Relations

Collaboration Tools

Design Thinking

Executive Presence

Educación

Bachelor's degree - Computer Engineering

Bachelor's degree - Database Management

Bachelor's degree - Information Systems

Bachelor's degree - Information Technology

Bachelor's degree - Network Engineering

Herramientas

ITIL Foundation

Descripción del empleo

Sr. Analyst - Service Desk SReady 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.QualificationsBachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network EngineeringCertificationsITIL Foundation - AxelosAxelosRequired SkillsAgile 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 ServicesLanguageEnglishLanguage Proficiency -Proficient - C2Additional Job Location -Job TypeRegularMaster Skill List -Service Desk SRemote Type -HybridWork Shift -Day Job (Mexico)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 progressCome 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.