IT Service Desk Support Engineer
BangaloreAt Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.
Job Summary
The IT Service Desk Support Engineer will enhance Service Desk efficiency through automation and process improvements. Responsibilities include evaluating current processes, deploying automated solutions, managing onboarding of new support processes, and acting as a ServiceNow power-user, capable of creating and maintaining Service Catalog items. Strong analytical skills, a proactive mindset, and commitment to continuous improvement are essential.
Essential Duties & Responsibilities
- Process Improvement: Evaluate and automate service desk processes to enhance productivity and quality.
- Onboarding Management: Develop and document onboarding processes for new services, ensuring smooth integration and comprehensive training.
- Tool Utilization: Manage initiatives in Jira, implement and maintain Service Catalog items in ServiceNow, and recommend tools to improve operations.
- Collaboration: Work with the Service Desk team and cross-functional teams to solve operational problems and implement solutions.
- SOP Development: Create and maintain up-to-date SOPs, ensuring they adhere to best practices and are clear and concise.
- Knowledge Base Maintenance: Maintain and update the knowledge base, incorporating feedback from end-users and stakeholders.
- Incident Management: Develop and enforce incident management policies and procedures, conducting regular audits for improvement.
- ITIL/ITSM Adoption: Identify and implement ITIL/ITSM processes and conduct training programs.
Qualifications
- Bachelor’s degree in computer science, management information systems (MIS), business, or a related field, or equivalent work experience.
- 5+ years of experience in IT.
- 4+ years of experience in Service Desk and/or IT support.
- 1+ years of experience in ITIL/ITSM process improvement implementation.
- Exceptional communication skills and the ability to work independently and collaboratively with various teams.
- Strong analytical and problem-solving skills is required.
- Experience as a power-user/admin/developer in ServiceNow.
- Project management experience desirable.
- Certifications in ITIL Foundations, ServiceNow, Lean Six Sigma certifications are a plus.
Work Environment
- In office working model.
- Working shift 2:30 PM – 11:30 PM IST.
#LI-BO1
We are an ambitious, resourceful, and driven workforce, which empowers us to THINK OUTSIDE. Apply today!
About Polaris India
As the global leader in powersports, Polaris Inc. (NYSE: PII) pioneers product breakthroughs and enriching experiences and services that have invited people to discover the joy of being outdoors since our founding in 1954. Proudly headquartered in Minnesota, Polaris serves more than 100 countries across the globe.
Polaris India Private Limited is one of the Polaris group subsidiary companies incorporated on 18th Feb 2011. We launched our flagship products including All-Terrain Vehicles (ATVs), Polaris RANGER: RZR® side - by - side and Snowmobiles in India in August 2011. Through our selected product range, we are creating a whole new culture of Off-Road adventure in India. Polaris India has a strong network of 10 dealerships and state of the art Polaris Experience Zones (Off-Road Tracks) to take the off-road riding culture way ahead. We are committed to creating a dynamic work environment where talent thrives, and bold ideas come to life. Join Polaris India, where passion meets innovation! We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment.
How We Hire
Polaris India Private Limited is committed to a policy of equal employment opportunity and does not discriminate in the terms, conditions, or privileges of employment on account of race, age, color, sex, national origin, physical or mental disability, or religion or otherwise as may be prohibited by law.