Information Services Group

Role Name: L1 Helpdesk Team Lead – ServiceNow Platform Support (Custom Applications) Experience Range: 6–8 years overall, with 3+ years in a leadership or supervisory role in IT support, and 2–4 years of experience in ServiceNow platform support About the Role We are looking for a proactive and service-oriented Helpdesk Team Lead to manage frontline support operations for our custom-built applications on the ServiceNow platform, with a strong emphasis on the Service Portal interface. This role is central to ensuring the timely resolution of incidents, effective queue management, and high customer satisfaction — all within an ITIL-aligned framework. You will lead a team of L1 support analysts, oversee ticket triage and escalation, and collaborate with cross-functional teams to ensure platform stability and continuous service improvement. This is a leadership opportunity to shape the user support experience in a dynamic and evolving environment. Key Responsibilities Team Leadership & Operations Lead and manage the L1 Helpdesk team, ensuring timely and high-quality resolution of incidents and service requests. Oversee the onboarding of new team members, ensuring they are trained on ServiceNow tools, support processes, and customer service standards. Ensure all incidents and service requests are resolved within defined SLAs and OLAs. Monitor and manage the helpdesk queue, ensuring accurate triage, prioritization, and escalation of tickets. Coordinate staffing schedules, shift rotations, and workload distribution to ensure 24/7 support coverage. Mentor and coach team members, conduct performance reviews, and identify training needs. Incident & Escalation Management Act as the first point of escalation for unresolved or complex L1 issues. Lead the response to major incidents, ensuring timely coordination, stakeholder communication, and resolution. Conduct post-incident reviews and contribute to root cause analysis and preventive actions. Ensure adherence to ITIL best practices for Incident Management, Service Request Fulfilment, and Knowledge Management. ServiceNow Platform Support Oversee L1 support for custom ServiceNow applications and the Service Portal interface. Perform basic configuration tasks, user account administration, and access management within ServiceNow. Collaborate with L2/L3 teams for escalations, platform enhancements, and bug fixes. Participate in testing and validation of new ServiceNow features, upgrades, and patches. Reporting & Continuous Improvement Track and report on KPIs such as First Call Resolution (FCR), Mean Time to Resolution (MTTR), Customer Satisfaction (CSAT), and many more. Analyze recurring issues and recommend improvements to reduce ticket volume and enhance user experience. Maintain and improve support documentation, SOPs, and knowledge base articles. Conduct regular quality audits of tickets and support interactions to ensure consistency and service excellence. Prepare and present reports on helpdesk performance, trends, and improvement initiatives to leadership. Stakeholder Engagement Maintain clear, timely, and effective communication with end-users regarding ticket status, guidance, and resolution timelines. Manage customer escalations with professionalism, ensuring timely resolution and user satisfaction. Act as a liaison between the L1 team and other IT functions (e.g., Application Support, Infrastructure, Product Teams). Represent the support team in operational meetings and contribute to service improvement initiatives. Essential Skills & Experience Strong experience in ServiceNow platform support, particularly with custom applications and Service Portal. Proficiency in JavaScript, client/server-side scripting, and ServiceNow components such as Business Rules, Script Includes, UI Policies, and Data Policies. Hands-on experience with REST/SOAP API integrations, UI Pages, UI Macros, HTML, CSS, and AngularJS. Familiarity with Now Experience UI Builder, Integration Hub, and Mobile Agent capabilities. Strong understanding of ITIL practices with ITIL v3/v4 Foundation Certification and related service management principles. Excellent troubleshooting, communication, and customer service skills. Demonstrated ability to lead under pressure, prioritize effectively, and make sound decisions. Preferred Attributes Degree in Computer Science, Engineering, or a related field. ITIL Foundation certification or equivalent. Experience working in Agile or DevOps environments. Experience with reporting and dashboard creation in ServiceNow. Strong analytical mindset with the ability to make data-driven decisions. Exposure to ServiceNow’s AI and automation features (e.g., Virtual Agent, Predictive Intelligence). A natural coach and mentor with a passion for developing talent and fostering team growth.

Website: Leading Global Technology Research & Advisory Firm | ISG (isg-one.com) Wanted: dynamic and creative individuals ready to connect with a like-minded team. You’ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn’t mean you’ve got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. Their expertise will put you on the winning path and keep you there. So, get ready to kickstart your career with a team that’s connected – connected by freedom. Role Overview ISG Research is one of the fastest-growing segments within ISG. To enable future growth and scale, we’re modernizing our research operations using AI and intelligent automation. We’re looking for an experienced AI Developer who is passionate about transforming real-world business processes using emerging technology. This is a high-impact role where you’ll work closely with professional researchers, cross-functional business leaders, and global technology stakeholders to shape the future of our research operations. You’ll thrive here if you: Are a creative problem-solver who enjoys figuring things out independently Communicate clearly with both technical and non-technical collaborators Bring a positive, can-do attitude and a drive to make meaningful change Are excited to work across AI, Automation, and Microsoft platforms to build intelligent, scalable systems This role is based in Bangalore and will collaborate with colleagues across the US, Europe, and India . Key Responsibilities Design, develop, and implement AI-driven solutions to streamline and enhance research processes Leverage AI tools (ChatGPT Enterprise, and Microsoft CoPilot Enterprise) and Automation tools (e.g., Azure AI Services, Power Automate, Power Apps, Copilot Studio) to deliver intelligent workflows Build and integrate agentic tools and LLM-powered assistants to support business users Analyze current-state workflows and identify opportunities for automation or augmentation Integrate internal and third-party APIs to extend system capabilities Work with stakeholders to define requirements and translate them into working solutions Document technical designs, processes, and best practices Continuously learn and recommend new tools, approaches, and AI services Technical Skills Requirements Programming & Scripting Strong in Python (required) Familiarity with PowerShell , C# , or .NET is a plus (for MS ecosystem alignment) AI/ML Experience Experience working with Azure AI Services (e.g., Azure OpenAI, Azure Machine Learning, Cognitive Services) Familiarity with agent frameworks like LangChain , Semantic Kernel , or Microsoft Copilot Studio Solid understanding of Large Language Models (LLMs) and prompt engineering Ability to build and maintain custom GPT agents or copilots Automation & Integration Experience with Microsoft Power Platform , especially: Power Automate Power Apps Dataverse Integration experience using Microsoft Graph API , REST APIs , or Logic Apps Bonus: Experience with Microsoft Synapse , Azure Data Factory , or RPA tools (UiPath, Power Automate Desktop) Data & Cloud Good understanding of data structures , ETL , and API-based integration Hands-on experience with Azure , including deployment and monitoring of AI services Experience Level 5–10 years of experience in software development, with recent experience focused on AI/ML, automation, or Microsoft technologies Demonstrated ability to independently research and deliver working solutions in ambiguous problem spaces Prior experience modernizing legacy business or knowledge-based workflows is a plus Soft Skills and Traits Strong problem-solving skills and a growth mindset Excellent communication skills, both written and verbal Ability to collaborate across time zones with teams in the US and Europe Comfortable working with domain experts (e.g., researchers, consultants) Organized, curious, and eager to learn Education & Certifications Bachelor’s degree in Computer Science, Engineering, Information Technology, or related field Preferred Certifications: Microsoft Certified: Azure AI Engineer Associate Microsoft Power Platform Developer Associate (or equivalent experience) Work Setup Location : Bangalore, India Work Arrangement : Hybrid – required to work from the office 2–3 days per week Collaborates with teams in India , Europe , and the United States Why Join ISG? Be part of a high-growth, high-impact transformation initiative Use cutting-edge tools across AI, automation, and Microsoft platforms Shape how a successful research business evolves for the next decade Collaborate with a global team of smart, experienced professionals Help define how real AI adoption happens inside the enterprise At ISG, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be. The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.

Wanted: dynamic and creative individuals ready to connect with a like-minded team. You’ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn’t mean you’ve got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. Their expertise will put you on the winning path and keep you there. So get ready to kickstart your career with a team that’s connected – connected by freedom. POSITION SUMMARY: ISG seeks a Procurement Specialist to work within a team and to be responsible for procurement and various procurement activities for our client base. The Procurement Specialist will be part of a center of excellence and will perform outsourced procurement work for various clients. ESSENTIAL JOB FUNCTIONS: May be responsible for supplier selection, contract authoring, negotiations, workflow management, RFX processes, Playbooks and other miscellaneous procurement tasks Analyze technology agreements and client data in order to identify savings opportunities; makes recommendations based on analysis Negotiate business terms on behalf of clients for software, hardware and service agreements ranging from $25k-hundreds of millions Review, negotiate and initiate contracts s directly with Service Providers on behalf of clients Manage required reporting to client Perform contract research and address client queries around IT Agreements Provide contract negotiation support in the form of RFX’s, supplier negotiation, contract research, review and analysis, as necessary Assist in the development of process improvement strategies to the contract lifecycle process REQUIREMENTS: At least 6 to 8 years' experience in IT procurement Experience in industry procedures, costs, and terms Proficient computer skills, including Microsoft Office Suite Experienced at compiling and following strict budgets Able to multi-task, prioritize and manage time efficiently Exposure on RFX End to end procurement experience Must have experience in contract negotiations At ISG, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be. The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.

As a dynamic and creative individual, you will be joining a like-minded team at a leading global technology research and advisory firm, ISG. You will have the autonomy needed to assist clients in making their digital infrastructure faster and more effective. Despite the freedom, you will not be alone as you will be supported by over 1400 teammates from around the globe. Their expertise will guide you to success and keep you on the winning path. This is an opportunity to kickstart your career with a connected team, bound by the value of freedom. Your role will require 5-10 years of recent experience in consulting engagements or with large consulting firms, particularly in the outsourcing industry or managing PMO functions for transformation programs. You should possess significant experience in deal advisory, having advised clients on ITO sourcing transactions or managed deals at service providers. Understanding global corporate large deals practice, cost drivers, and working effectively with service providers will be essential. Your expertise should focus on transformation aspects such as shared services, operational improvement, and outsourcing/offshoring. Additionally, you will be involved in assessing client environments, establishing IT and sourcing strategy, and implementing new age digital technologies in large deals solutions. Your comprehensive knowledge in financial management of global outsourced services and service providers will be crucial. Business development and sales experience, knowledge of outsourcing vendors, and proficiency in German/French are required. The ideal candidate will hold a Bachelor's degree in a technical or scientific field, with an MBA/MS or other advanced degree(s) desirable. Certification in German/French is necessary along with the ability to travel 30% - 40% as per project requirements. Your duties and responsibilities will include participating in large or mega-deal engagements, contributing to advisory teams, and utilizing ISG methodology and tools to support client sourcing initiatives. You will assist in assessments, project plans, vendor research, financial modeling, RFP creation, contract negotiations, and post-selection administrative actions. At ISG, diversity is celebrated and supported for the benefit of employees, clients, and communities. The inclusive environment fosters better work, and ISG is committed to being an equal opportunity workplace. The job scope described may evolve based on business demands, with additional tasks assigned as needed.,

In this role, you will be responsible for designing documents and validating data as per the organization's standard templates. Your tasks will include editing documents that contain client-specific information to make them more generic and creating workflow process documentation for in-house clients. It is essential to have 2 to 6 years of work experience and be proficient in PowerPoint design principles. Your creativity and ability to visually represent content in an aesthetically pleasing manner will be crucial in this role. To excel in this position, you should have a good understanding of MS Office programs (Word, Excel, PowerPoint) and some designing tools like InDesign and Adobe Photoshop. Attention to detail is key to identify discrepancies in content and ensure accuracy and consistency in design and structure. You should also possess excellent English language skills to communicate effectively both in writing and verbally. Strong organizational skills and the ability to work collaboratively in a team are essential for success. While not mandatory, additional skills such as knowledge of SharePoint, art or graphics design training, infographic design, experience working with overseas colleagues, and prior editing experience will be considered a plus. A graduate degree (BA preferred) is essential, and a postgraduate degree like MA/MBA in Communications would be advantageous. At ISG, we value diversity and inclusivity. We believe in celebrating, supporting, and thriving on differences for the benefit of our employees, clients, and communities. We are committed to creating an inclusive environment that embraces a variety of backgrounds, perspectives, and skills. ISG is an equal opportunity workplace, and we are dedicated to fostering a workplace where all employees feel included. Embracing diversity and inclusivity enhances the quality of our work. Please note that the duties and responsibilities outlined in this job description may not be exhaustive. You may be assigned additional tasks as needed, and the scope of your role may evolve based on business requirements.,

Wanted: dynamic and creative individuals ready to connect with a like-minded team. You'll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn't mean you've got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. Their expertise will put you on the winning path and keep you there. So get ready to kickstart your career with a team that's connected - connected by freedom. ISG seeks a Procurement Specialist to work within a team and be responsible for procurement and various procurement activities for our client base. The Procurement Specialist will be part of a center of excellence and will perform outsourced procurement work for various clients. The essential job functions of the Procurement Specialist include: - Responsible for supplier selection, contract authoring, negotiations, workflow management, RFX processes, Playbooks, and other miscellaneous procurement tasks. - Analyze technology agreements and client data to identify savings opportunities and make recommendations based on analysis. - Negotiate business terms on behalf of clients for software, hardware, and service agreements ranging from $25k to hundreds of millions. - Review, negotiate, and initiate contracts directly with Service Providers on behalf of clients. - Manage required reporting to the client. - Perform contract research and address client queries around IT Agreements. - Provide contract negotiation support in the form of RFXs, supplier negotiation, contract research, review, and analysis, as necessary. - Assist in the development of process improvement strategies to the contract lifecycle process. The requirements for the role include: - At least 6 to 8 years of experience in IT procurement. - Experience in industry procedures, costs, and terms. - Proficient computer skills, including Microsoft Office Suite. - Experienced at compiling and following strict budgets. - Able to multi-task, prioritize, and manage time efficiently. - Exposure to RFX processes. - End-to-end procurement experience. - Must have experience in contract negotiations. At ISG, we don't just accept difference - we celebrate it, support it, and thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace, and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be. Please note that the duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time, and the scope of the job may change as necessitated by business demands.,

As a Senior Consultant specializing in Organizational Change Management (OCM) at our leading global technology research and advisory firm, you will play a pivotal role in shaping and delivering transformative change initiatives for our esteemed clients. Leveraging your extensive experience, strategic thinking, and change management expertise, you will take on a leadership position within project teams, collaborate closely with stakeholders, and drive the successful implementation of change strategies. Your role will involve mentoring consultants, contributing to thought leadership initiatives, and advancing innovative approaches to change management. In the realm of Strategic Change Leadership, you will be responsible for leading the design, development, and implementation of comprehensive change management strategies that are in alignment with clients" business objectives. You will provide strategic guidance to clients and project teams on navigating complex organizational transformations, managing stakeholder expectations, and acting as the single point of contact for IT/Data leadership, workstream leads, and project team members. Additionally, you will oversee the development and maintenance of stakeholder engagement and management activities, including the introduction of frameworks to key leaders and execution of engagement plans throughout each project phase. Your role will also encompass Project Management and Team Leadership, where you will lead and manage project teams to ensure the successful execution of change initiatives, adherence to timelines, and delivery of key outcomes. In this capacity, you will mentor and coach junior consultants, nurturing their professional growth and development in the field of change management. Furthermore, you will lead the development of IT/Data onboarding of Regional SPOCs, working closely with IT/Data PMO leads to establish contact, develop profiles, initiate onboarding processes, and create engagement plans. Stakeholder Engagement and Communication will be a key aspect of your responsibilities, involving the development of sophisticated communication plans that effectively convey change objectives, benefits, and impacts to diverse stakeholder groups. You will lead stakeholder engagement efforts, facilitate dialogues, address concerns, build consensus, and drive change adoption. Additionally, you will lead the development of McKinsey Transformation Change Support, analyzing sprint readouts from an OCM perspective, preparing reports, and defining next steps. In the domain of Change Measurement and Analytics, you will be tasked with developing advanced change measurement frameworks and KPIs to assess the effectiveness of change initiatives, provide data-driven insights, and utilize data analytics to identify trends, evaluate change impact, and make informed recommendations for continuous improvement. You will lead the development and execution of comprehensive project plans for the collection and validation of project-wide Change Impact Collection, as well as maintain OCM metrics and scorecards in consultation with the OCM Lead. An integral part of your role will involve Resistance Management and Problem Solving, where you will proactively identify potential areas of resistance to change, design mitigation strategies, navigate roadblocks, and ensure successful change implementation. You will also support the development of Change Network activities through each phase of the project, fostering a culture of collaboration and innovation. As a champion of Innovative Change Strategies, you will introduce cutting-edge change methodologies, technology-driven solutions, and forward-thinking practices to enhance change management effectiveness. You will drive the integration of digital tools, AI-driven insights, and immersive experiences to elevate employee engagement and adoption, while supporting Communications Hub material management and coordinating clean-up activities. Your role will also entail active participation in Thought Leadership and Business Development activities, including contributing to the development of thought leadership content, whitepapers, and presentations to enhance the firm's reputation and expand service offerings. You will engage in business development activities such as client presentations, proposal development, and identifying growth opportunities, thereby playing a crucial role in shaping the future direction of our consulting firm. Continuous Learning and Professional Development will be emphasized in this role, encouraging you to stay abreast of industry trends, emerging technologies, and best practices in change management. You will be expected to seek opportunities for continuous learning and skill enhancement to maintain your expertise, drive innovation, and deliver exceptional results for our clients. To excel in this role, you should possess a Master's or advanced degree in Business Administration, Organizational Psychology, Change Management, or a related field, along with 10+ years of experience in change management, consulting, or a related role. Your proven track record of designing and implementing successful change management strategies, exceptional project management skills, advanced knowledge of change management methodologies, strong analytical abilities, and excellent communication and leadership skills will be instrumental in driving impactful change initiatives for our clients. Additionally, certifications in change management (e.g., CCMP, Prosci) and qualifications in agile, design thinking, or digital transformation are desirable to enhance your profile. This role offers a unique opportunity to influence the direction of our clients" change management initiatives, contribute to the growth and innovation of our consulting firm, and lead by example in driving successful transformations. Your strategic mindset, thought leadership, and commitment to excellence will elevate our clients" change initiatives and position our firm as a leader in the field of Organizational Change Management. At our firm, we celebrate and support diversity, recognizing that a team with varied backgrounds, perspectives, and skills fosters innovation and excellence. We are committed to creating an inclusive environment for all employees and are proud to be an equal opportunity workplace. Embracing diversity and inclusion enriches our work and strengthens our impact on employees, clients, and communities alike. Please note that the duties and responsibilities outlined in this job description may not be exhaustive, and additional tasks may be assigned to you as needed to meet evolving business demands. Your flexibility, adaptability, and willingness to embrace new challenges will be key to your success in this dynamic role.,

Position/ Job Title: Service Delivery Manager Location: Bengaluru, Karnataka Job Description for the Position: The Service Delivery Manager (SDM) is responsible for the effective management and organization of operational aspects of IT Services. The job holder is responsible for coordinating the various projects as initiated by the customer and will be single point contact for the customer. A Service Delivery Manager (SDM) is responsible in ensures that services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness. SDM should have had experience in managing a relatively large size teams of 80 to 100 team members Experience: 20+ years’ experience, with at least 8 to 10 years in IT Outsourcing and Services. Ideal candidate would be expected to have a good understanding of technology in Systems. Should have very strong written and oral communication skills in English Ability to work independently with little day to day support – self starters Preferred spoken languages – English Responsibilities: IT Services Management: Strong knowledge in ensuring services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness. Possess experience in working closely with teams to align service strategies with production goals. Strong knowledge in identifying and implementing process improvements using methodologies such as Six Sigma, and Kaizen. Expertized in managing customer relationships, acting as a primary point of contact for service-related issues. Should have experience in ensuring compliance with industry regulations, safety standards (OSHA, ISO 9001, etc.), and environmental policies. Should possess knowledge on how to coordinate with production, maintenance, and supply chain teams to ensure smooth service operations. Expertized on Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management. Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings. Good experience in allocation of resources effectively to meet service demands. Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings. Expertized on Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management. Review and present executive summaries/dashboard and SLA reporting as required to senior leadership and Customers. Understand and support client in managing inventory of devices supported and to help them in keeping the inventory updated. Own the KPIs agreed in the contract. Make recommendations on strategies in respect of various technologies. Provide the periodical reports and other ad-hoc reports as per the contract to the customer Maintaining disaster recovery and business continuity processes for the customer Build long-term relationship with the customer Deliver continual improvement in service measures and KPIs P&L responsibility Automation in service delivery Resource management Utilization Will be responsible for billing Value add to customer-YOY by working closely with the in consultation with CoE Overall SLA management – Operation interaction with technologies Lead / Service Owner Overall Customer Satisfaction & Employee satisfaction Team Management: Management of onshore & Offshore team members of up to 100 Motivation of individuals and building team working Employee retention, motivation and training Focus on grooming people from L1 to L2, L2 to L3 within select timelines Development of technical and personal skills for team members Address suitable career development of staff Personal Management: Demonstrate personal commitment to excellence. Work toward continual improvements within the account and recommend improvements in the process. This is a middle - Senior management position and should concentrate on the control & organization of the reporting staff members Maintain awareness of customer’s business and IT’s role in it Awareness of other companies’ IT functions, especially in the financial sector Deal effectively with outside contacts / vendors Avoid unnecessary conflicts and should know how to escalate issues Should be able to adjust to people, culture, policies and situations Should have capacity to effect the actions, behavior and opinions of others by appealing to reason or understanding Will participate in monthly reviews and governance meetings Will coordinate QA, and Audit. Education: Education – Minimum Qualification - Engineer / MBA desired MCSE/CCNP or Equivalent technical certification