ITSM Process & Analytics Analyst

Genesys; Bengaluru; On-site; INR 1,400,000 - 2,300,000; Full time

Job summary

Genesys is seeking an ITSM Process & Analytics Analyst to measure and improve ITSM processes within ServiceNow. You will build reports and dashboards, turn operational data into actionable insights, and support maturation of knowledge, request, and service level management areas.

The role partners with global IT operations and stakeholders to drive continuous improvement and accountability for defined targets.

Qualifications

• 4+ years of experience in ITSM, ServiceNow, IT Operations, analytics or related discipline.
• Hands-on experience developing ServiceNow reports and dashboards.
• Strong analytical skills to translate data into insights and recommendations.
• Working knowledge of core ITSM processes and practices.
• Experience defining or reporting KPIs, SLAs and operational metrics.

Responsibilities

• Build and maintain ServiceNow reports, dashboards, scorecards, KPIs, and metrics for ITSM.
• Analyze ITSM data to identify trends, issues, and improvement opportunities.
• Establish meaningful measurements and drive accountability for targets.
• Translate data into clear recommendations for process owners and leadership.
• Support maturation of ITSM processes such as Knowledge, Request, or Service Level Management.
• Gather requirements and partner with ServiceNow platform team on enhancements, testing, and implementation.
• Support standards, documentation, training, adoption, and continuous improvement.
• Collaborate with ITSM, ServiceNow, IT Operations, and global stakeholders.

Skills

ServiceNow reporting

Dashboards

Analytical thinking

Stakeholder management

Communication

Tools

ServiceNow

Power BI

Tableau

Job description

Job Summary

The ITSM Process & Analytics Analyst supports the measurement, improvement, and continued maturity of IT Service Management processes within ServiceNow. This role combines strong ServiceNow reporting and analytics skills with practical ITSM process knowledge to turn operational data into actionable insights and measurable improvements.

This is an opportunity to help shape how a global IT organization measures and improves service management while contributing directly to areas such as Incident, Request, Knowledge, Problem, and other ITSM processes.

Job Details

• Job Title: ITSM Process & Analytics Analyst
• Department & Team: CIO - IT Operations / IT Service Management
• Reports to: Senior Manager, IT Service Management
• Location: India

Key Responsibilities

The primary responsibilities for this role include, but are not limited to:

• Build and maintain ServiceNow reports, dashboards, scorecards, KPIs, and operational metrics that provide visibility into ITSM performance.
• Analyze ITSM data to identify trends, quality issues, process gaps, and opportunities for continuous improvement.
• Establish meaningful measurements and help drive accountability for improvement against defined targets.
• Translate ServiceNow data into clear recommendations and insights for process owners, operational teams, and IT leadership.
• Support and help mature one or more ITSM process areas such as Knowledge, Request, or Service Level Managemetn.
• Gather functional requirements and partner with the ServiceNow platform team on enhancements, testing, and implementation.
• Support process standards, documentation, training, adoption, and continuous improvement activities.
• Collaborate effectively with ITSM, ServiceNow, IT Operations, and business stakeholders across a globally distributed organization.

Minimum Requirements

• 4+ years of relevant experience in ITSM, ServiceNow, IT Operations, reporting/analytics, or a related discipline.
• Hands-on experience developing ServiceNow reports and dashboards.
• Strong analytical skills with the ability to turn operational data into meaningful business insights and recommendations.
• Working knowledge of core ITSM processes and practices.
• Experience defining, measuring, or reporting KPIs, SLAs, and operational performance metrics.
• Ability to identify process improvement opportunities and help drive them through implementation and adoption.Experience gathering requirements and working with technical teams to deliver functional improvements.
• Strong written and verbal communication and stakeholder management skills.
• Ability to work independently while collaborating effectively within a global team.

Desirable Skills

• Experience with ServiceNow Performance Analytics.
• Functional experience with Knowledge Management, Request Management, or Service Level Management.
• Familiarity with ServiceNow CMDB, CSDM, Employee Center, or Service Operations Workspace.
• ITIL and/or ServiceNow certification.
• Experience with Power BI, Tableau, or similar analytics and visualization tools.

Working Hours

3:00 PM-12:00AM