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.

Yes. I’d keep the Workday version concise and preserve the emphasis from your current draft: ServiceNow analytics/reporting first, ITSM process capability second, and enough functional breadth to own/support a process area. That aligns with the role you already outlined.
Job Description
Job Title: ITSM Process & Analytics Analyst
Department & Team: CIO – IT Operations / IT Service Management
Reports to: Senior Manager, IT Service Management
Location: India
Summary




The ITSM Process & Analytics Analyst supports the measurement, improvement, and continued maturity of IT Service Management processes within ServiceNow. This role combines robust ServiceNow reporting and analytics skills with practical ITSM process knowledge to turn operational data into actionable insights and measurable improvements.
This is an opportunity to help shape how a global IT organization measures and improves service management while contributing directly to areas such as Incident, Request, Knowledge, Problem, and other ITSM processes.
Key Responsibilities
The primary responsibilities for this role include, but are not limited to:
Build and maintain ServiceNow reports, dashboards, scorecards, KPIs, and operational metrics that provide visibility into ITSM performance.
Analyze ITSM data to identify trends, quality issues, process gaps, and opportunities for continuous improvement.
Establish meaningful measurements and help drive accountability

📌 ITSM Process (Hyderabad)
🏢 Genesys
📍 Hyderabad