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