Senior Business System Analyst

Senior Business System Analyst - ServiceNow Join to apply for the Senior Business System Analyst - ServiceNow role at Genesys 1 week ago Be among the first 25 applicants Join to apply for the Senior Business System Analyst - ServiceNow role at Genesys Get AI-powered advice on this job and more exclusive features. 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 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. Job Description: Senior Business System Analyst - ServiceNow Genesys is currently seeking a Sr BSA - ServiceNow professional to define, document and improve our ServiceNow Governance practices. Roles & Responsibilities Experience in ServiceNow, IT Service Management, in ITIL practices for incidents, requests, problems, changes, configuration and service level management practices Fluent or Advanced English is mandatory as the associate will work directly with a Global Team Knowledge and experience in mapping IT processes, develop relationship with main technical and business stakeholders (Infrastructure, Security, Cloud, Application, HR, etc.) Promote ITIL Practices adoption and guarantee conformity with the established processes Governance and support for ServiceNow Platform Governance processes Experience to build Executive presentations Lead projects and initiatives for service improvements Knowledge in OKRs and Agile Methodologies Knowledge in Servicenow Environment (ITSM, ITOM and CSM modules) Effective communication, good relationships and directing activities for other professionals on the team Mandatory Fluent or Advanced English ITIL Foundation V3 or ITIL 4 certification Knowledge in SCRUM/Kanban Knowledge in Jira and Confluence Tools Desirable ServiceNow Certification If a Genesys employee referred you, please use the link they sent you to apply. About Genesys Genesys® empowers more than 8,000 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 Reasonable Accommodations If 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 at You 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. This 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. Equal Opportunity Employer 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 expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. Seniority level Mid-Senior level Employment type Full-time Job function Information Technology IT Services and IT Consulting and Software Development Referrals increase your chances of interviewing at Genesys by 2x Pessoa Analista Business Transformation Office Senior Business Analyst - Incentive Planning We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr