ITSM Process & Analytics Analyst

Genesys; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Flexible-first culture

Volunteer time off

Education support

Learning & development

Global collaboration

Job summary

Genesys is hiring an ITSM Process & Analytics Analyst in India to measure, improve, and mature ITSM processes using ServiceNow.

You will build reports and dashboards, translate data into actionable insights, and partner with global teams to drive improvements across Incident, Knowledge, Request, and other ITSM areas.

Qualifications

• 4+ years of ITSM, ServiceNow, reporting or analytics experience.
• Hands-on experience building ServiceNow reports and dashboards.
• Strong ability to turn data into actionable insights and recommendations.
• Working knowledge of core ITSM processes and KPIs/SLAs.
• Experience gathering requirements and delivering improvements with technical teams.
• Excellent written and verbal communication; able to work with a global team.

Responsibilities

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

Skills

Analytical thinking

Stakeholder management

Communication skills

Independent + collaborative

KPI & SLA measurement

Tools

ServiceNow

Power BI

Tableau

Job description

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.

Yes. I’d keep the Workday version concise and preserve the emphasis from your current draft: ServiceNow analytics/reporting first, ITSM process capability second, and enough functional breadth to own/support a process area. That aligns with the role you already outlined.

Job Description

Job Title: ITSM Process & Analytics Analyst

Department & Team: CIO - IT Operations / IT Service Management

Reports to: Senior Manager, IT Service Management

Location: India

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.

Key Responsibilities

• 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

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.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built‑in governance and control. 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.ai.

Reasonable Accommodations

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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.