{"id":546669,"url":"https://alion.io/job/genesys-itsm-process-analytics-analyst","title":"Senior ITSM Data Analytics Analyst","company":{"id":660,"name":"Genesys","domain":"genesys.com","url":"https://alion.io/company/genesys","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":94,"open_postings":24,"ghost_share":0,"stale_share":0.375,"repost_share":0.125,"time_to_fill_p50_days":21,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Chennai, India","Bengaluru, India","Hyderabad, India","India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":15500,"max_usd":31000,"period":"year","method":"role_seniority_country_cell","sample_n":25},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false},{"name":"AI Agents","optional":true},{"name":"ITIL","optional":true},{"name":"Power BI","optional":true},{"name":"Tableau","optional":true}],"status":"live","first_seen_at":"2026-09-08T12:55:26Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-27T15:17:12Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":2,"flags":["repost"],"days_open":48},"description":"Be the one building AI-powered experiences where they matter most.\nAt 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.\nHelp 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.\nYes. 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.\nJob Description\nJob Title: Senior ITSM Data Analytics Analyst\nDepartment & Team: CIO - IT Operations / IT Service Management\nReports to: Senior Manager, IT Service Management\nLocation: India\nSummary\nThe Senior ITSM Data 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.\nThis 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.\nKey Responsibilities\nThe primary responsibilities for this role include, but are not limited to:\nBuild and maintain ServiceNow reports, dashboards, scorecards, KPIs, and operational metrics that provide visibility into ITSM performance.\nAnalyze ITSM data to identify trends, quality issues, process gaps, and opportunities for continuous improvement.\nEstablish meaningful measurements and help drive accountability for improvement against defined targets.\nTranslate ServiceNow data into clear recommendations and insights for process owners, operational teams, and IT leadership.\nSupport and help mature one or more ITSM process areas such as Knowledge, Request, or Service Level Managemetn.\nGather functional requirements and partner with the ServiceNow platform team on enhancements, testing, and implementation.\nSupport process standards, documentation, training, adoption, and continuous improvement activities.\nCollaborate effectively with ITSM, ServiceNow, IT Operations, and business stakeholders across a globally distributed organization.\nMinimum Requirements\n4+ years of relevant experience in ITSM, ServiceNow, IT Operations, reporting/analytics, or a related discipline.\nHands-on experience developing ServiceNow reports and dashboards.\nStrong analytical skills with the ability to turn operational data into meaningful business insights and recommendations.\nWorking knowledge of core ITSM processes and practices.\nExperience defining, measuring, or reporting KPIs, SLAs, and operational performance metrics.\nAbility to identify process improvement opportunities and help drive them through implementation and adoption.\nExperience gathering requirements and working with technical teams to deliver functional improvements.\nStrong written and verbal communication and stakeholder management skills.\nAbility to work independently while collaborating effectively within a global team.\nDesirable Skills\nExperience with ServiceNow Performance Analytics.\nFunctional experience with Knowledge Management, Request Management, or Service Level Management.\nFamiliarity with ServiceNow CMDB, CSDM, Employee Center, or Service Operations Workspace.\nITIL and/or ServiceNow certification.\nExperience with Power BI, Tableau, or similar analytics and visualization tools.\nWorking Hours: 3:00 PM-12:00AM\n#LI-GR1\n#LI-Remote\n#LI-Hybrid\nWorking at Genesys\nAI at enterprise scale - Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.\nA flexible-first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.\nGrowth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.\nTime to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.\nRecognized globally - Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.\nLearn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.\nWhat Happens After You Apply\nAfter you apply, here's what you can typically expect:\nOur Talent Acquisition team reviews your application with the hiring team.\nA Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. \nNext, you'll meet the hiring manager and other members of the interview team.\nWe aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.\nAfter interviews are complete, our team will follow up with the final steps.\nEvery application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.\nStay Connected\nStay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.\nGet notified about relevant opportunities.\nBe the one building what's next - where AI, experience and impact come together.\nEmployee Referral\nIf a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.\nAbout Genesys:\nGenesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.\nReasonable Accommodations:\nIf you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us .\nYou can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.\nThis email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response.\nGenesys 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 expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.\nPlease note that recruiters will never ask for sensitive personal or financial information during the application phase.","description_format":"text","description_chars":7737,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Unified Communications","Conversational AI","AI Agents","Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2026-09-08T12:55:26Z"},{"event":"close","at":"2026-09-15T20:39:07Z"},{"event":"reopen","at":"2026-09-21T17:31:02Z"},{"event":"close","at":"2026-09-25T14:58:26Z"},{"event":"reopen","at":"2026-10-22T15:06:36Z"}],"visa":[],"liveness":{"score":12,"band":"cold","label":"Long shot","p_open":1,"p_active":0.418,"p_room":0.28,"age_days":48,"expected_fill_days":21,"reasons":["conf:17","repost:2","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/genesys-itsm-process-analytics-analyst","json_url":"https://alion.io/job/genesys-itsm-process-analytics-analyst.json","meta":{"generated_at":"2026-10-27T15:52:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4935,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":660},"rest":"https://alion.io/mcp/rest/get_company?id=660"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgenesys-itsm-process-analytics-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgenesys-itsm-process-analytics-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgenesys-itsm-process-analytics-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/genesys-itsm-process-analytics-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgenesys-itsm-process-analytics-analyst"}]}