Senior ITSM Data Analytics Analyst
Genesys (company site, opens in a new tab)4+ yrsChennaiOn-siteDirect career pageEst. 10–18 LPA
Posted 15h ago
Reach people at Genesys
People at this company you can reach
Log in to see who works here
Create a free account or log in to see the people at Genesys you could write to:
- Recruiters & HR
- People in this function
- Work addresses
Your match
Against your primary resume
Log in to see your match score
Create a free account or log in to unlock your CV match score across:
- Role fit
- Experience
- Industry relevance
Protocol Intelligence
How competitive this role is
Competition
Background fit
Strictness
Log in to see why each signal reads the way it does.
Job description
Structured overview of role & requirements
About This Role
- Build and maintain ServiceNow reports, dashboards, KPIs, and operational metrics to provide visibility into ITSM performance.
- Analyze ITSM data to identify trends, quality issues, process gaps, and opportunities for continuous improvement, delivering actionable insights to stakeholders.
- Support and mature ITSM process areas such as Knowledge, Request, or Service Level Management, partnering with technical teams for enhancements and adoption.
Minimum Requirements
- 4+ years of relevant experience in ITSM, ServiceNow, IT Operations, reporting/analytics, or related discipline.
- Hands-on experience developing ServiceNow reports and dashboards.
- Working knowledge of core ITSM processes and experience defining/measuring KPIs, SLAs, and operational performance metrics.
- Strong analytical skills to translate operational data into business insights; experience gathering requirements and collaborating with technical teams.
Ideal Candidate Profile
- Experienced in ITSM data analytics with deep practical knowledge of ServiceNow reporting and ITSM processes to drive measurable improvements.
- Able to operate independently in a global, distributed IT environment with strong stakeholder management capabilities.
- Comfortable supporting ITSM process maturity and technology enhancements, indicating a blend of technical and process expertise.