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.
Summary
Own and govern the ServiceNow CMDB to ensure it is a trusted system of record supporting ITSM and ITOM.
Drive data quality, CI lifecycle management, and integration with discovery and automation capabilities.
Enable accurate impact analysis and operational decision-making.
Key Responsibilities
· Define and govern CMDB strategy, standards, and processes (ITIL 4, CSDM)
· Manage CI lifecycle and maintain accurate relationships across infrastructure, applications, and cloud
· Drive data quality via audits, reconciliation, and KPI tracking
· Integrate CMDB with Discovery, Service Mapping, and external data sources
· Support Incident, Problem, and Change with impact analysis and root cause insights
· Partner with stakeholders to ensure adoption, accountability, and continuous improvement
· Identify and implement automation opportunities
Required Qualifications
· Hands-on ServiceNow CMDB experience
· Strong ITSM knowledge (Incident, Problem, Change)
· CI lifecycle and relationship modeling experience
· Discovery and data reconciliation knowledge
· Data governance and quality management experience
Preferred Qualifications
· Cloud platforms (AWS, Azure, GCP)
· ServiceNow ITOM (Discovery, Service Mapping)
· Scripting (PowerShell, Python)
· CSDM familiarity
· ServiceNow Data Foundations Certification
Nice to Have
· Knowledge Management exposure
Core Competencies
· Data-driven, process-oriented mindset
· Ability to influence cross-functional teams
· Clear communicator (technical and business)
· Focus on scalability and standardization
Working hours-2:00 PM – 10:00 PM IST
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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 www.genesys.com.
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 [email protected].
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.
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.
Skills Required
- Hands-on ServiceNow CMDB experience
- Strong ITSM knowledge (Incident, Problem, Change)
- CI lifecycle and relationship modeling experience
- Discovery and data reconciliation knowledge
- Data governance and quality management experience
Genesys Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Genesys and has not been reviewed or approved by Genesys.
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Strong & Reliable Incentives — Annual bonuses are described as consistently funded and meaningful, elevating total compensation. Structured variable pay and regular payouts reinforce confidence in incentives across numerous roles.
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Leave & Time Off Breadth — Open (unlimited) PTO, volunteer time off, and company recharge days create flexible time-away options. Remote-friendly policies and occasional holiday shutdowns add to the sense of generous time off.
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Parental & Family Support — Paid parental leave with no waiting period, fertility support, and adoption assistance signal strong family-oriented benefits. These offerings stand out as modern and comprehensive within the package.
Genesys Insights
What We Do
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
