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.

Disclaimer: Sapiens India does not authorise 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 honouring 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 report the incident at sapiens to sharedservices@sapiens.com.

We Are

Sapiens International Corporation N.V. is a global leader of AI-centric, SaaS-based insurance software, delivering hyper-relevant experiences that are efficient, compliant, and innovative. With agile intelligence, Sapiens' solutions turn real-time data and human insight into precise action at every moment, across every risk.

The Sapiens platform includes agentic workflows accelerating every capability across policy, underwriting, claims, reinsurance, decisioning, and finance and compliance.

With more than 600 insurers in over 30 countries running on Sapiens, our deep industry expertise is the foundation of our long-term relationships, from initial implementation through to modernization and market transformation.

Sapiens is headquartered in London, serving customers in property and casualty, life, reinsurance, specialty, and workers' compensation from offices across North America, Europe, the Middle East, and Asia Pacific.

Your Recruitment Journey

We will keep you in the loop, as we focus on providing an inclusive screening and interview process. Each country has a local flavor, but here's what you can expect during our recruitment process:

Apply

Take the first step in our journey by submitting an application that reflects your skills, experiences, and professional aspirations.

1

Review

Your CV will be carefully reviewed by our talent team to explore how your unique skills and potential align with Sapiens' needs and culture

2

Interview

This is your opportunity to shine! Meet with our team, showcase your abilities, and learn more about Sapiens

3

Offer

If there's a great match, we'll extend an offer to welcome you to our team. This is the exciting moment when your new journey begins to take shape

4

Onboard

Once you accept, we'll guide you through a comprehensive onboarding process, introducing you to your new colleagues, roles, and the exciting challenges ahead

5

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 were 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 report the incident at sapiens to sharedservices@sapiens.com.