ITSM Process & Analytics Analyst

8425 India - Genesys Telecom Labs India Private Limited; Chennai District; Hybrid; INR 900,000 - 1,500,000; Full time

Job summary

Genesys is seeking an ITSM Process & Analytics Analyst in India to measure, improve, and mature ITSM processes within ServiceNow. You will couple reporting and analytics with ITSM knowledge to turn operational data into actionable insights and measurable improvements.

You will build dashboards, KPIs, and scorecards, analyze trends, and collaborate with stakeholders across a globally distributed organization to drive continuous improvement and operational excellence.

Qualifications

• 4+ years of experience in ITSM, ServiceNow, IT Operations, reporting/analytics, or related discipline.
• Hands-on experience developing ServiceNow reports and dashboards.
• Strong analytical skills turning operational data into insights and recommendations.
• Experience defining, measuring, or reporting KPIs, SLAs, and performance metrics.
• Ability to drive process improvement and adoption.

Responsibilities

• Build and maintain ServiceNow reports, dashboards, scorecards, KPIs, and operational metrics.
• Analyze ITSM data to identify trends, quality issues, process gaps, and opportunities for improvement.
• Establish meaningful measurements and drive accountability for improvements against targets.
• Translate ServiceNow data into clear recommendations for process owners and IT leadership.
• Support maturity 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 activities.
• Collaborate with ITSM, ServiceNow, IT Operations, and stakeholders globally.

Skills

ServiceNow reporting

Data analytics

KPIs & SLAs

ITSM processes knowledge

Stakeholder management

Power BI

Tableau

Communication skills

Tools

ServiceNow

Power BI

Tableau

CMDB

CSDM

Employee Center

Service Operations Workspace

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.

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 Management.
• 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-12:00 AM #LI-GR1 #LI-Remote #LI-Hybrid

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.

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 [e-mail]. 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.

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.

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.

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