Analyst - Service Desk
Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or 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 what’s possible, this is your moment.
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.
Job Description
Inviting applications for the role of Technical Associate Enterprise Tools Administrator The Enterprise Tools Administrator will oversee the administration maintenance and support of enterprise tools and systems ensuring their optimal performance and availability. This role is responsible for managing tool configurations user access and system integrations as well as providing technical support and training to end-users. Responsibilities: - Tools Administration - Administer and maintain enterprise tools such as Go Anywhere Pager Duty Data Dog Splunk etc. - Configure and customize tools to meet business requirements and improve workflows. - Administer and maintain automation/configuration tools such as Ansible and Puppet for enterprise environments. - Manage user access roles and permissions to ensure security and compliance. - Monitor system performance and troubleshoot issues to ensure high availability and reliability. - Implement and enforce best practices for tool usage and administration. - Develop and maintain automation playbooks and scripts using Ansible and Python to streamline administration tasks. - System Integration - Integrate enterprise tools with other systems and applications to streamline processes and improve data flow. - Develop and maintain integration scripts and workflows using AP Is and automation tools. - Create and manage Ansible playbooks and Puppet manifests for system configuration and integration. - Collaborate with technology and business teams to identify integration opportunities and requirements. - Leverage Python for custom automation and integration solutions across enterprise platforms. - Technical support & Training - Provide technical support to end-users including troubleshooting issues and resolving incidents. - Develop and deliver training materials and sessions to educate users on tool functionalities and best practices. - Train teams on Ansible automation workflows Puppet configuration management and Python scripting for operational efficiency. - Create and maintain documentation for tool configurations processes and procedures. - Document Ansible playbooks Puppet manifests and Python scripts for maintainability and knowledge sharing. - General Duties - Stay current with industry trends and best practices in enterprise tool administration and ITSM. - Keep up-to-date with advancements in automation frameworks like Ansible Puppet and scripting languages such as Python. - Collaborate with technology and business teams to align tool strategies with organizational goals. - Participate in technology projects and initiatives as needed. - Measurable Achievements - Improve tool performance and availability through proactive monitoring and maintenance. - Enhance user satisfaction by providing timely and effective technical support. - Streamline processes and improve data flow through system integrations. - Achieve operational efficiency by automating repetitive tasks using Ansible and Python. - Reduce configuration drift and improve compliance through Puppet-based configuration management.
Qualifications
Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network Engineering
Certifications
Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources, ServiceNow Certified Application Developer - ServiceNowServiceNow, STI Certified Call Center Professional (CCCP) - CornerstoneCornerstone
Required Skills
Agile Methodology, BIZ dedicated, Business Continuity Planning (BCP), Collaboration Tools, Design Thinking, Engineering Services, Field Support, Inclusion, IT Service Desk, Mac OS Support, Personal Effectiveness, Workplace Services
Language
English
Language Proficiency -
Intermediate - B1
Additional Job Location -
Job Type
Regular
Master Skill List -
Service Desk
Remote Type -
Office
Work Shift -
Rotating (India)
Why join Genpact?
- Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
- Make an impact – Help global enterprises solve business challenges that matter
- Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- 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 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s 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.
