Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Job Summary
Genesys is seeking a Senior Business Systems Analyst (BSA) with strong ServiceNow experience to support and enhance our enterprise ServiceNow platform. This role partners with business stakeholders, platform teams, and technical resources to design, configure, and optimize scalable ServiceNow solutions that improve service delivery, governance, and user experience. The BSA role translates business requirements into effective platform configurations while promoting standardization, automation, data integrity, and continuous improvement. At Genesys, we are transforming the customer experience landscape with empathy, innovation, and global impact. Joining Genesys means collaborating with global teams to build trusted platforms that power meaningful customer and employee experiences.
Working hours: 2 PM IST-11 PM IST
Key Responsibilities (Spread across several roles – so no one role will own all of this)
Lead onboarding of new teams, applications, and capabilities into the ServiceNow ITSM ecosystem, aligning workflows to enterprise standards and ITIL best practices
Partner with business stakeholders to shape enhancements, define success metrics, and translate outcomes into actionable user stories
Drive adoption and continuous improvement through KPI definition, dashboard development, and Performance Analytics reporting
Provide insight into ITSM maturity, service performance, and process compliance to support data-driven decision making
Support CMDB data integrity and CSDM alignment in partnership with platform stakeholders
Govern and optimize the knowledge management ecosystem across ServiceNow and integrated documentation platforms
Facilitate training and enablement to increase platform adoption and process consistency
Required Qualifications
3–6+ years of hands-on ServiceNow platform experience
Experience supporting multiple ServiceNow modules
Strong understanding of enterprise service management processes
Experience gathering requirements and translating them into platform solutions
Experience building reports and dashboards in ServiceNow
Strong stakeholder communication skills
Experience working in Agile environments
Preferred Qualifications (A “nice to have”, but not a disqualifier if not acquired)
ServiceNow Certified System Administrator (CSA)
ServiceNow Implementation Specialist certifications
ITIL 4 Foundation certification
Familiarity with CSDM/CMDB and platform governance practices
Experience supporting integrations or automation initiatives
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.
Reasonable Accommodations:
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