ITSM Process & Analytics Analyst

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. Yes. I’d keep the Workday version concise and preserve the emphasis from your current draft: ServiceNow analytics/reporting first, ITSM process capability second, and enough functional breadth to own/support a process area. That aligns with the role you already outlined.

Job Title: ITSM Process & Analytics Analyst Department & Team: CIO – IT Operations / IT Service Management Reports to: Senior Manager, IT Service Management Location: India Summary The ITSM Process & Analytics Analyst supports the measurement, improvement, and continued maturity of IT Service Management processes within ServiceNow. This role combines strong ServiceNow reporting and analytics skills with practical ITSM process knowledge to turn operational data into actionable insights and measurable improvements. This is an opportunity to help shape how a global IT organization measures and improves service management while contributing directly to areas such as Incident, Request, Knowledge, Problem, and other ITSM processes.

The primary responsibilities for this role include, but are not limited to: Build and maintain ServiceNow reports, dashboards, scorecards, KPIs, and operational metrics that provide visibility into ITSM performance. Analyze ITSM data to identify trends, quality issues, process gaps, and opportunities for continuous improvement. Establish meaningful measurements and help drive accountability for improvement against defined targets. Translate ServiceNow data into clear recommendations and insights for process owners, operational teams, and IT leadership. Support and help mature one or more ITSM process areas such as Knowledge, Request, or Service Level Managemetn . 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 effectively with ITSM, ServiceNow, IT Operations, and business stakeholders across a globally distributed organization.

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 with the ability 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 help 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. Desirable Skills 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. Working Hours: 3:00 PM-12:00AM #LI-GR1 #LI-Remote #LI-Hybrid Working at Genesys AI at enterprise scale  – Build, support and