ITSM Process & Analytics Analyst

🕒 September 8

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📉 Data Analyst

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Build and maintain ServiceNow reports, dashboards, scorecards, KPIs, and operational metrics for ITSM performance visibility • Analyze ITSM data to identify trends, quality issues, process gaps, and continuous improvement opportunities • Establish meaningful measurements and drive accountability against defined targets • Translate ServiceNow data into recommendations and insights for process owners, operational teams, and IT leadership • Support and mature ITSM process areas including Knowledge, Request, and 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 with ITSM, ServiceNow, IT Operations, and business stakeholders across a globally distributed organization

🎯 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 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 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 • Ability to work 3:00 PM–12:00 AM working hours

🏖️ Benefits

• Flexible ways of working • Mentorship, learning programs, leadership development and education support • Paid volunteer time • August Free Fridays • Well-being resources • Regionally tailored programs for employees and their families • Employee referral program • Reasonable accommodations during the application process