Senior Business Systems Analyst (ServiceNow)

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. Sr. Business Systems Analyst – Quality & Performance (GSD)  Role Summary: Genesys is seeking a detail-oriented and analytical Senior Business Analyst to join the Global Service Desk (GSD) team in Chennai. This role focuses on enhancing service quality and operational performance through data-driven insights and continuous improvement initiatives.  The ideal candidate will leverage ServiceNow data to identify trends, uncover key performance drivers, and contribute to AI-enabled transformation efforts that advance service delivery. Acting as a key connector across data, strategy, quality assurance, and execution, this role will convert complex or ambiguous challenges into structured, outcome-driven solutions that elevate service desk performance.  Key Responsibilities:  Service Desk Performance & Analytics  • Analyze service desk data to monitor key performance metrics (SLA, CSAT, response time, resolution time) and identify trends, anomalies, and improvement opportunities.  • Conduct deep-dive analysis to uncover recurring issues, root causes, and key drivers impacting service performance and customer experience.  Quality Assurance & Continuous Improvement  • Perform ticket quality audits to ensure adherence to processes, standards, and documentation quality.  • Provide actionable feedback and insights to improve agent performance and overall service quality.  • Identify, recommend, and implement process improvements to enhance efficiency and reduce repeat issues.  Metrics, Reporting & Insights  • Define, track, and continuously refine performance metrics aligned with business and operational goals.  • Design, build, and maintain dashboards and reporting solutions to enable effective, data-driven decision-making.  • Deliver clear, actionable insights while ensuring strong data integrity, validation, and documentation practices.  Operational Excellence & Projects  • Lead and execute small to medium-scale improvement initiatives from problem identification through implementation.  • Partner with service desk, engineering, and operations teams to prioritize and drive continuous improvement efforts.  AI, Automation & Transformation  • Identify and drive opportunities to leverage AI and automation to improve service desk efficiency and user experience.  • Develop and enhance AI-driven quality assessment mechanisms to improve evaluation accuracy and reduce manual effort.  • Support the implementation of solutions such as predictive analytics, auto-classification, and virtual agents.  Stakeholder Management & Execution  • Collaborate with cross-functional stakeholders to translate business needs into structured, outcome-driven solutions.  • Act as a bridge between data insights and execution, ensuring measurable outcomes and sustained improvements.  Required Qualifications:  • Bachelor's degree in business, Information Systems, or a related field.  • 4–7 years of experience in business analysis, preferably in IT service management or service desk environments.  • Strong experience working with the ServiceNow platform, including building reports and dashboards.  • Proficiency in data analysis tools (Excel, SQL, Power BI, Tableau).  • Solid understanding of ITIL processes and service management frameworks.  • Experience defining business requirements and leveraging data to generate actionable insights.  • Proven ability to make data-driven recommendations and influence stakeholders.  • Strong analytical and problem-solving skills, with the ability to identify patterns, trends, and root causes.  • Excellent stakeholder communication skills and ability to work across cross-functional teams.  • High attention to detail with a focus on quality and continuous improvement.  Preferred Qualifications:  • ITIL 4 Foundation certification.  • ServiceNow Certified System Administrator (CSA).  • Knowledge of quality assurance methodologies and auditing practice