ITSM Process & Analytics Analyst

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

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.

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.

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.

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

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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.

What Happens After You Apply

After you apply, here's what you can typically expect:

Our Talent Acquisition team reviews your application with the hiring team.

A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

Next, you'll meet the hiring manager and other members of the interview team.

We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys CloudTM 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:

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 reasonable.accommodations@genesys.com.

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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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.