Senior Business Systems Analyst (ServiceNow)

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Sr. Business Systems Analyst – Quality & Performance (GSD) 

Role Summary: Genesys is seeking a detail-oriented and analytical Senior Business Analyst to join the Global Service Desk (GSD) team in Chennai. This role focuses on enhancing service quality and operational performance through data-driven insights and continuous improvement initiatives. 

The ideal candidate will leverage ServiceNow data to identify trends, uncover key performance drivers, and contribute to AI-enabled transformation efforts that advance service delivery. Acting as a key connector across data, strategy, quality assurance, and execution, this role will convert complex or ambiguous challenges into structured, outcome-driven solutions that elevate service desk performance. 

Key Responsibilities:  Service Desk Performance & Analytics  Analyze service desk data to monitor key performance metrics (SLA, CSAT, response time, resolution time) and identify trends, anomalies, and improvement opportunities. 

Conduct deep-dive analysis to uncover recurring issues, root causes, and key drivers impacting service performance and customer experience. 

Quality Assurance & Continuous Improvement  Perform ticket quality audits to ensure adherence to processes, standards, and documentation quality. 

Provide actionable feedback and insights to improve agent performance and overall service quality. 

Identify, recommend, and implement process improvements to enhance efficiency and reduce repeat issues. 

Metrics, Reporting & Insights  Define, track, and continuously refine performance metrics aligned with business and operational goals. 

Design, build, and maintain dashboards and reporting solutions to enable effective, data-driven decision-making. 

Deliver clear, actionable insights while ensuring strong data integrity, validation, and documentation practices. 

Operational Excellence & Projects  Lead and execute small to medium-scale improvement initiatives from problem identification through implementation. 

Partner with service desk, engineering, and operations teams to prioritize and drive continuous improvement efforts. 

AI, Automation & Transformation  Identify and drive opportunities to leverage AI and automation to improve service desk efficiency and user experience. 

Develop and enhance AI-driven quality assessment mechanisms to improve evaluation accuracy and reduce manual effort. 

Support the implementation of solutions such as predictive analytics, auto-classification, and virtual agents. 

Stakeholder Management & Execution  Collaborate with cross-functional stakeholders to translate business needs into structured, outcome-driven solutions. 

Act as a bridge between data insights and execution, ensuring measurable outcomes and sustained improvements. 

Required Qualifications:  Bachelor's degree in business, Information Systems, or a related field. 

4–7 years of experience in business analysis, preferably in IT service management or service desk environments. 

Strong experience working with the ServiceNow platform, including building reports and dashboards. 

Proficiency in data analysis tools (Excel, SQL, Power BI, Tableau). 

Solid understanding of ITIL processes and service management frameworks. 

Experience defining business requirements and leveraging data to generate actionable insights. 

Proven ability to make data-driven recommendations and influence stakeholders. 

Strong analytical and problem-solving skills, with the ability to identify patterns, trends, and root causes. 

Excellent stakeholder communication skills and ability to work across cross-functional teams. 

High attention to detail with a focus on quality and continuous improvement. 

Preferred Qualifications:  ITIL 4 Foundation certification. 

ServiceNow Certified System Administrator (CSA). 

Knowledge of quality assurance methodologies and auditing practices. 

Familiarity with automation tools and workflow optimization. 

Experience with AI/ML-driven initiatives in IT operations or service management. 

#LI-GR1 #LI-Remote

Working at Genesys AI at enterprise scale  – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support. Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply After you apply, here's what you can typically expect: Our Talent Acquisition team reviews your application with the hiring team. A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
 Next, you'll meet the hiring manager and other members of the interview team. We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases. After interviews are complete, our team will follow up with the final steps. Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit  www.genesys.com .

Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com .

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.   This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.