Senior Business Systems Analyst (ServiceNow)

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

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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:

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.