Senior Business System Analyst

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 

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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.

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