Sapiens

SaaS insurance software for core processes

Analyst – Service Desk

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeBengaluru, Karnataka, IndiaNo salary listed

About the Job

Requirements

At least 2 years of experience in a 24/7 Service Desk environment with application support experience.
Hands-on knowledge of Incident Management, Major Incident Management, and Service Request Management processes.
Knowledge of Change Management and Problem Management processes.
Experience working in a dynamic, high-pressure environment while handling multiple aspects simultaneously.
Hands-on experience with ticketing tools such as ServiceNow.
Analytical and problem-solving skills, interpersonal and facilitation skills, and effective written and verbal communication skills.
Availability for rotational shifts and days off, and readiness to work in a 24/7 team.
Awareness of Copilot and ChatGPT usage.
Azure Fundamentals and AWS Fundamentals certifications are mandatory.
Awareness of AI-assisted response drafting and ServiceNow administration.
Ability to address issues using automation and dashboards.
Experience collaborating with DevOps and Site Reliability Engineering teams, including providing real-time user-impact feedback during outages.
Demonstrated experience leveraging AI within Continuous Service Management, including implementing automation initiatives to reduce human intervention, streamline repetitive activities, enhance productivity, and improve service delivery.
Deployment knowledge of Azure and Jenkins pipelines.
Good written and verbal communication skills.
24/7 Service Desk background and ITIL knowledge and background.

Responsibilities

Serve as the first point of contact for customers and internal users reporting issues and requests through calls, emails, monitoring tools, and self-service channels.
Collect complete issue details and log tickets in the ticketing tool.
Initially triage tickets to ensure complete information, appropriate priority and impact details, and assignment to the appropriate support team.
Create associated internal tickets with complete information and assignment to the appropriate support team.
Follow up on tickets to ensure support-team progress, communicate current updates to customers, and use ticket states appropriately based on progress.
Manage ticket lifecycles end to end in accordance with established processes.
Proactively monitor the Service Desk ticket queue and take timely action.
Coordinate end to end with customers, stakeholders, project teams, development teams, and infrastructure teams as needed to progress tickets, ongoing issues, and requests through email.
Follow the on-call process and coordinate with multiple teams.
Participate in Major Incident Management bridge calls and drive incidents toward resolution with support teams.
Coordinate preparation and submission of root-cause analysis documents within set timelines.
Manage Service Requests end to end.

Desired Qualifications

ITIL V4 Foundation knowledge; certification is preferred.
Tier 1 troubleshooting of cloud services, including Azure and AWS.
Service Desk background and experience.
Basic knowledge of network monitoring.
Basic Windows administration knowledge.
Experience using automation tools such as Power Automate.
Awareness of Power BI.

Sapiens is on the lookout for a 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 2+ 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
Demonstrated experience in leveraging AI within Continuous Service Management, with a proven track record of implementing automation initiatives to minimize human intervention, streamline repetitive activities, enhance productivity, and drive service excellence.

Deployment knowledge on Azure and Jenkins pipeline

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 the Company

Sapiens

SaaS insurance software for core processes

Sapiens provides cloud-based software for the insurance industry, offering modules for policy administration, claims management, and underwriting to help insurers run operations more efficiently. Its products are accessed as a software-as-a-service, delivering end-to-end insurance workflows through integrated modules that handle policies, claims, and risk with regular updates. The company differentiates itself through a long track record since 1982, a broad, integrated product portfolio, and a global footprint, strengthened by acquisitions like Candela and AdvantageGo to expand capabilities and regional reach, especially in Asia-Pacific. Its goal is to help insurers deliver better customer experiences by providing scalable, cloud-based software and services to support core processes.

Company size: 5,001-10,000
Company stage: IPO
Headquarters: Holon, Israel
Founded: 1982

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