Lead IT Service Management Analyst

2 meses atrás

São Paulo SP, Brasil Genesys Tempo inteiro

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. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

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
- Experience in IT Service Management, in ITIL practices for incidents, requests, problems, changes, configuration and service levels 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.)
- Experience to build Executive presentations.
- Knowledge in OKRs and Agile Methodologies
- Knowledge in ServiceNow Environment (ITSM, ITOM and CSM products)
- Effective communication and good relationships with other teams
- Knowledge in ISO20K
- Lead projects and initiatives for service improvements.
- Promote ITIL Practices adoption and guarantee conformity with the established processes.
- Governance and development of automation for ITIL processes

Mandatory:

- Fluent or Advanced English.
- ITIL Foundation V3 or ITIL 4 certification.
- Knowledge in SCRUM/Kanban

Desirable
- ITIL 4 and/or ITIL v3 Certification (intermediate or advanced level).
- 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. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit


Reasonable Accommodations:
Genesys is an equal opportunity employer committed to equity 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.

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