Senior Associate ITSM Application Support Engineer
Senior Associate ITSM Application Support Engineer
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Job Description
Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.
If you thrive in a fast-moving innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of whats possible this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.
Inviting applications for the role of Senior Associate - ITSM Application Support Engineer
We are looking for a skilled and customer-focused Application Support Engineer to join our this role you will be the first point of contact for users providing support across key business applications including US insurance-based applications. You will play a vital role in ensuring business continuity by resolving high-priority incidents and proactively preventing future issues
Responsibilities
Respond to and resolve user-reported issues via the ServiceNow platform.
Manage high-priority incidents ensuring resolution within defined SLAs to minimize business disruption.
Collaborate with cross-functional teams to investigate and identify the root causes of recurring issues.
Develop and implement long-term sustainable solutions to prevent future incidents.
Act as the primary contact for user and client communications.
Build strong relationships by understanding business needs and delivering tailored support solutions.
Maintain detailed incident logs and contribute to the internal knowledge base.
Lead training and knowledge-sharing sessions to enhance team capabilities and service quality.
Ensure all support activities align with ITIL-based service management practices.
Minimum Qualifications
Understanding of ITIL frameworks and best practices and have at least 1Year of experience.
Proven experience in a Incident management or application support role.
Hands-on experience with ITSM tools especially ServiceNow.
Strong analytical and problem-solving skills with a focus on root cause analysis.
Excellent communication and interpersonal skills.
Ability to work effectively in a collaborative team environment.
Preferred Qualifications/ Skills
Knowledge of tools such as ServiceNow JIRA Advanced Excel will be added advantage
Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation.
Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.
Required Experience:
Senior IC
Employment Type
Full-Time
