Business Systems Analyst - ServiceNow

Experience: Not Available to Not Available years

Location: Sao Paulo, Flexible

Skills: ServiceNow, ITIL, Agile, Performance Analytics, CMDB, CSDM, Stakeholder Communication, Dashboard Development, Report Building

Job Summary
Genesys is seeking a Business Systems Analyst (BSA) with robust ServiceNow experience to support and enhance our enterprise ServiceNow platform. This role partners with business stakeholders, platform teams, and technical resources to design, configure, and optimize scalable ServiceNow solutions that improve service delivery, governance, and user experience. The BSA role translates business requirements into effective platform configurations while promoting standardization, automation, data integrity, and continuous improvement. At Genesys, we are transforming the customer experience landscape with empathy, innovation, and global impact. Joining Genesys means collaborating with global teams to build trusted platforms that power meaningful customer and employee experiences.

Key Responsibilities
(Spread across three roles – so no one role will own all of this)
• Lead onboarding of new teams, applications, and capabilities into the ServiceNow ITSM ecosystem, aligning workflows to enterprise standards and ITIL best practices
• Partner with business stakeholders to shape enhancements, define success metrics, and translate outcomes into actionable user stories
• Drive adoption and continuous improvement through KPI definition, dashboard development, and Performance Analytics reporting
• Provide insight into ITSM maturity, service performance, and process compliance to support data-driven decision making




• Support CMDB data integrity and CSDM alignment in partnership with platform stakeholders
• Govern and optimize the knowledge management ecosystem across ServiceNow and integrated documentation platforms
• Facilitate training and enablement to increase platform adoption and process consistency

Required Qualifications
• 3–6+ years of hands-on ServiceNow platform experience
• Experience supporting multiple ServiceNow modules
• Strong understanding of enterprise service management processes
• Experience gathering requirements and translating them into platform solutions
• Experience building reports and dashboards in ServiceNow
• Strong stakeholder communication skills
• Experience working in Agile environments

Preferred Qualifications
(A “nice to have”, but not a disqualifier if not acquired)
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Implementation Specialist certifications
• ITIL 4 Foundation certification
• Familiarity with CSDM/CMDB and platform governance practices
• Experience supporting integrations or automation initiatives

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.

📌 Business Systems Analyst ServiceNow (Mumbai)
🏢 Genesys
📍 Mumbai