Sr. Business Systems Analyst

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.

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:

• Bachelors degree in business Information Systems or a related field.

• 47 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 practices.

• Familiarity with automation tools and workflow optimization.

• Experience with AI/ML-driven initiatives in IT operations or service management.

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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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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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