Sr. Business Systems Analyst

Há 1 mês


São Paulo, Brasil Genesys Tempo inteiro
Lead IT Service Management Analyst

Apply locations: Sao Paulo (Flexible)

Time type: Full time

Posted on: Posted 3 Days Ago

Job requisition id: JR105269

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale.

We employ more than 6,000 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.

Lead IT Service Management Analyst

Genesys is currently seeking an IT Service Management professional to define, document and improve our ITSM practices.

Roles & Responsibilities:

  1. Experience in IT Service Management, in ITIL practices for incidents, requests, problems, changes, configuration and service levels management practices.
  2. Fluent or Advanced English is mandatory as the associate will work directly with a Global Team.
  3. Knowledge and experience in mapping IT processes, develop relationship with main technical and business stakeholders (Infrastructure, Security, Cloud, Application, HR, etc.).
  4. Experience to build Executive presentations.
  5. Knowledge in OKRs and Agile Methodologies.
  6. Knowledge in ServiceNow Environment (ITSM, ITOM and CSM products).
  7. Effective communication and good relationships with other teams.
  8. Knowledge in ISO20K.
  9. Lead projects and initiatives for service improvements.
  10. Promote ITIL Practices adoption and guarantee conformity with the established processes.
  11. Governance and development of automation for ITIL processes.

Mandatory:

  1. Fluent or Advanced English.
  2. ITIL Foundation V3 or ITIL 4 certification.
  3. Knowledge in SCRUM/Kanban.

Desirable:

  1. ITIL 4 and/or ITIL v3 Certification (intermediate or advanced level).
  2. Agile Certification.

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

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to

Genesys is an equal opportunity employer committed to equity in the workplace.

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