Senior Analyst

About the Position

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: Fulltime, Hybrid

Responsibilities

• Serve as the first point of contact for customers and internal organization users for reporting issues and requests via calls, emails, monitoring tools, and self-service channels.
• Collect complete details of the issue being reported and log a ticket on the ticketing tool.
• Carry out initial triaging to ensure the ticket has complete information, appropriate priority and impact details, and the appropriate support team for assignment.
• Ensure associated internal tickets are created with complete information and appropriate support team assignment.
• Regularly follow up on tickets to ensure progress is being made by support teams; communicate up-to-date progress updates to customers and appropriately use the ticket's state based on progress.
• Manage the ticket lifecycle end-to-end, adhering to the process in place.
• Proactively monitor the ServiceDesk ticket queue and take appropriate timely actions.
• Coordinate with stakeholders, including customers, project teams, DEV teams, and Infrastructure teams, to make progress on tickets and ongoing issues and requests on emails.
• Follow on-call processes, including multiple teams without missing any.
• 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.
• Manage end-to-end Service Request Management.
• Must have knowledge of proactive monitoring tools.

Requirements

• Must Have Skills:

  • Total experience of at least 3.5 years in a 24/7 ServiceDesk environment with application support experience.
  • Good hands-on and knowledge of Incident and Major Incident Management, Service Request Management processes.
  • Good knowledge of Change and Problem management processes.
  • 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, and 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, Azure Fundamentals, and AWS Fundamentals Certification - Mandatory.
  • AI-assisted response drafting; ServiceNow Administration (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.
  • Windows administration basics knowledge.
  • Usage of Automation Tools (Power Automate).
  • Power BI awareness.

We Offer

• Competitive salary
• Opportunity to work with a global leader in the insurance industry
• Flexible work arrangement combining both remote and in-office work
• Professional development opportunities

About the Company

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.

Disclaimer: Sapiens India does not authorize any third parties to release employment offers or conduct recruitment drives via a third party. Hence, beware of inauthentic and fraudulent job offers or recruitment drives from any individuals or websites purporting to represent Sapiens. Further, Sapiens does not charge any fee or other emoluments for any reason (including without limitation, visa fees) or seek compensation from educational institutions to participate in recruitment events. Accordingly, please check the authenticity of any such offers before acting on them and where acted upon, you do so at your own risk. Sapiens shall neither be responsible for honoring or making good the promises made by fraudulent third parties, nor for any monetary or any other loss incurred by the aggrieved individual or educational institution.

In the event that you come across any fraudulent activities in the name of Sapiens, please feel free to report the incident at sapiens to [email protected].