Sr. Business Analyst, IT Service Management (ITSM)

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
Job Title: Sr. Business Analyst, ITSM
Department & Team: IT Service Management, IT Infrastructure
Reports to: Johanna South
Location: Brazil
 

Summary: The Sr. ITSM Business Analyst is responsible for bridging the gap between IT service management (ITSM) processes and business needs. This role focuses on analyzing, documenting, and improving IT service workflows to ensure they align with organizational goals and deliver value. The Sr. ITSM Business Analyst will work closely with stakeholders to gather requirements, identify inefficiencies, and implement best practices within ITSM tools and processes.

Key Responsibilities:

• Requirement Analysis & Documentation:
  • Work with stakeholders to gather and document business requirements for ITSM processes and tools.
  • Translate business needs into functional specifications for ITSM system configuration and enhancement.
• ITSM Process Improvement:
  • Analyze current ITSM workflows, identify gaps, and recommend improvements to align with ITIL best practices.
  • Support the design and implementation of ITSM processes such as incident management, problem management, change management, service catalog, and CMDB.
• Tool Configuration & Support:
  • Collaborate with technical teams to configure and customize ITSM platforms (e.g., ServiceNow).
  • Ensure ITSM tools are optimized to support efficient service delivery and reporting.
• Stakeholder Collaboration:
  • Serve as a liaison between business units and IT teams to ensure clear communication of requirements and solutions.
  • Facilitate workshops, meetings, and presentations to gather input and provide updates on ITSM initiatives.
  • Host and facilitate the Change Advisory Board meetings.
• Data Analysis & Reporting:
  • Analyze ITSM data to identify trends, issues, and opportunities for improvement.
  • Develop and maintain dashboards and reports to track IT service performance and SLAs.
• Training & Documentation:
  • Create user guides, process documentation, and training materials to support ITSM adoption and compliance.
  • Provide training to end-users and stakeholders on ITSM processes and tools.

Minimum Requirements:

Required Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• 5+ years of experience in business analysis within IT service management.
• ITIL Foundation certification (ITIL 4 preferred).
• In-depth knowledge of ITIL frameworks and best practices.
• Strong experience with ServiceNow.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proven experience with automation and integration solutions within ITSM tools.

Preferred Qualifications:

• Experience in Agile or Scrum methodologies.
• Skills in data visualization and reporting tools (e.g., PowerPoint, Tableau).

Key Competencies:

• Strong attention to detail and organizational skills.
• Proven ability to promote change within an organization.
• Ability to work collaboratively with cross-functional teams.
• Adaptability to evolving business and technology landscapes.
• Proactive and self-motivated approach to problem-solving.

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

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

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 HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.