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.
Sr. Business Systems Analyst – Quality & Performance (GSD)
Role Summary:
Genesys is seeking a detail-oriented and analytical Senior Business Analyst to join the Global Service Desk (GSD) team in Chennai. This role focuses on enhancing service quality and operational performance through data-driven insights and continuous improvement initiatives.
The ideal candidate will leverage ServiceNow data to identify trends, uncover key performance drivers, and contribute to AI-enabled transformation efforts that advance service delivery. Acting as a key connector across data, strategy, quality assurance, and execution, this role will convert complex or ambiguous challenges into structured, outcome-driven solutions that elevate service desk performance.
Key Responsibilities:
Service Desk Performance & Analytics
Analyze service desk data to monitor key performance metrics (SLA, CSAT, response time, resolution time) and identify trends, anomalies, and improvement opportunities.
Conduct deep-dive analysis to uncover recurring issues, root causes, and key drivers impacting service performance and customer experience.
Quality Assurance & Continuous Improvement
Perform ticket quality audits to ensure adherence to processes, standards, and documentation quality.
Provide actionable feedback and insights to improve agent performance and overall service quality.
Identify, recommend, and implement process improvements to enhance efficiency and reduce repeat issues.
Metrics, Reporting & Insights
Define, track, and continuously refine performance metrics aligned with business and operational goals.
Design, build, and maintain dashboards and reporting solutions to enable effective, data-driven decision-making.
Deliver clear, actionable insights while ensuring strong data integrity, validation, and documentation practices.
Operational Excellence & Projects
Lead and execute small to medium-scale improvement initiatives from problem identification through implementation.
Partner with service desk, engineering, and operations teams to prioritize and drive continuous improvement efforts.
AI, Automation & Transformation
Identify and drive opportunities to leverage AI and automation to improve service desk efficiency and user experience.
Develop and enhance AI-driven quality assessment mechanisms to improve evaluation accuracy and reduce manual effort.
Support the implementation of solutions such as predictive analytics, auto-classification, and virtual agents.
Stakeholder Management & Execution
Collaborate with cross-functional stakeholders to translate business needs into structured, outcome-driven solutions.
Act as a bridge between data insights and execution, ensuring measurable outcomes and sustained improvements.
Required Qualifications:
Bachelor's degree in business, Information Systems, or a related field.
4–7 years of experience in business analysis, preferably in IT service management or service desk environments.
Strong experience working with the ServiceNow platform, including building reports and dashboards.
Proficiency in data analysis tools (Excel, SQL, Power BI, Tableau).
Solid understanding of ITIL processes and service management frameworks.
Experience defining business requirements and leveraging data to generate actionable insights.
Proven ability to make data-driven recommendations and influence stakeholders.
Strong analytical and problem-solving skills, with the ability to identify patterns, trends, and root causes.
Excellent stakeholder communication skills and ability to work across cross-functional teams.
High attention to detail with a focus on quality and continuous improvement.
Preferred Qualifications:
ITIL 4 Foundation certification.
ServiceNow Certified System Administrator (CSA).
Knowledge of quality assurance methodologies and auditing practices.
Familiarity with automation tools and workflow optimization.
Experience with AI/ML-driven initiatives in IT operations or service management.
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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].
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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.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
Top Skills
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.
