Business Systems Analyst ServiceNow

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 6000 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.

ITSM Business Systems Analyst
Job Summary

Genesys is seeking a 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.

Key Responsibilities (Spread across three 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

• 36 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

If a Genesys employee referred you please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8000 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.

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