Lead Analyst - Service Desk SReady 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.

Responsibilities

- Develop and maintain IT Service Management policies and procedures; - Lead and coordinate IT service improvement initiatives; - Monitor and analyze IT service performance metrics; - Provide guidance and support to IT Service Desk teams; - Collaborate with cross-functional teams to ensure alignment with IT service objectives; - Implement ITSM best practices and standards; - Conduct IT service audits and compliance assessments; - Identify areas for process optimization and automation; - Develop and deliver ITSM training programs for staff; - Stay up-to-date with industry trends and advancements in ITSM practices.

- Develop and maintain IT Service Management policies and procedures; - Lead and coordinate IT service improvement initiatives; - Monitor and analyze IT service performance metrics; - Provide guidance and support to IT Service Desk teams; - Collaborate with cross-functional teams to ensure alignment with IT service objectives; - Implement ITSM best practices and standards; - Conduct IT service audits and compliance assessments; - Identify areas for process optimization and automation; - Develop and deliver ITSM training programs for staff; - Stay up-to-date with industry trends and advancements in ITSM practices.Qualifications

Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network EngineeringCertifications

ITIL Foundation - AxelosAxelosRequired Skills

Agile Methodology, BIZ dedicated, Business Continuity Planning (BCP), Client Relations, Collaboration Tools, Design Thinking, Engineering Services, Executive Presence, Field Support, Inclusion, IT Service Desk, Mac OS Support, People Leadership, Personal Effectiveness, Risk Management, Storytelling, Workplace ServicesLanguage

English, SpanishLanguage Proficiency -

Proficient - C2Additional Job Location -

Job Type

RegularMaster Skill List -

Service Desk SRemote Type -

OfficeWork Shift -

Day Job (Mexico)Why join Genpact?





- Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
- Make an impact – Help general 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.

📌 Principal Consultant – Senior Developer (Guadalajara)
🏢 Genpact
📍 Guadalajara