Genpact

Engineer - IT Service Management 4A

In short

This role implements and maintains IT Service Management (ITSM) tools and systems, designing and customizing workflows, monitoring performance metrics, and collaborating with cross-functional teams to improve service delivery. The employer is Genpact, a large technology and business process outsourcing company, hiring for an office-based position in Gurugram, India. It requires ITSM-related certification (ServiceNow Certified Application Developer) and C2-level English proficiency, with skills in Agile methodology, incident management, and documentation.

Job Description
•Implement and maintain IT Service Management tools and systems
•Design, configure, and customize ITSM workflows based on business needs
•Monitor and analyze ITSM processes and performance metrics to identify areas for improvement
•Collaborate with cross-functional teams to streamline service delivery and enhance user experience
•Develop and update ITSM policies, procedures, and documentation to ensure compliance and best practices
•Provide technical support and training to end-users on ITSM tools and processes
Qualifications
Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics
Certifications
ServiceNow Certified Application Developer - ServiceNow
Required Skills
Agile Methodology, Collaboration Tools, Design Thinking, Executive Presence, Incident Management, Inclusion, Personal Effectiveness, Storytelling
Language
English (Required) — Proficient - C2
Job Type
Regular
Master Skill List
IT Service Management
Remote Type
Office
Work Shift
Day Job (India)

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