ITSM Process & Analytics Analyst

Genesys Cloud Services, Inc.; Chennai District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Genesys Cloud Services, Inc. in India is seeking an ITSM Process & Analytics Analyst to measure, improve, and mature ITSM processes within ServiceNow. You will combine reporting and analytics with ITSM knowledge to provide actionable insights across Incident, Request, Knowledge, and Problem management.

The role focuses on building dashboards, KPIs, and metrics to drive accountability and continuous improvement for a global IT organization.

Qualifications

• 4+ years of relevant experience in ITSM, ServiceNow, IT Operations, reporting/analytics.
• Hands-on experience developing ServiceNow reports and dashboards.
• Strong analytical skills to turn data into actionable insights.
• Experience defining, measuring, or reporting KPIs, SLAs, and performance metrics.

Responsibilities

• Build and maintain ServiceNow reports, dashboards, scorecards, KPIs, and operational metrics.
• Analyze ITSM data to identify trends, quality issues, and process gaps.
• Translate data into recommendations for process owners and leadership.
• Support and mature ITSM areas such as Knowledge, Request, or Service Level Management.
• Collaborate with ServiceNow platform team on enhancements and testing.

Skills

ITSM

ServiceNow

Reporting

Analytics

IT Operations

KPIs

Tools

ServiceNow (Reports)

Power BI

Tableau

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## SummaryThe **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 ResponsibilitiesThe 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**