Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

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 en

📌 Senior Business Systems Analyst (Chennai)
🏢 Genesys
📍 Chennai