Sr. Business Analyst, IT Service Management (ITSM)
Sr. Business Analyst, IT Service Management (ITSM)Apply locations: Virtual Office (Brazil), Sao Paulo (Flexible)
Time type: Full time
Posted on: Posted 2 Days Ago
Job requisition id: JR106852
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. Join the team and create the future of customer experience together.
Summary:The Sr. ITSM Business Analyst is responsible for bridging the gap between IT service management (ITSM) processes and business needs. This role focuses on analyzing, documenting, and improving IT service workflows to ensure they align with organizational goals and deliver value. The Sr. ITSM Business Analyst will work closely with stakeholders to gather requirements, identify inefficiencies, and implement best practices within ITSM tools and processes.
Key Responsibilities:
Requirement Analysis & Documentation:Work with stakeholders to gather and document business requirements for ITSM processes and tools.
Translate business needs into functional specifications for ITSM system configuration and enhancement.ITSM Process Improvement:Analyze current ITSM workflows, identify gaps, and recommend improvements to align with ITIL best practices.
Support the design and implementation of ITSM processes such as incident management, problem management, change management, service catalog, and CMDB.Tool Configuration & Support:Collaborate with technical teams to configure and customize ITSM platforms (e.g., ServiceNow).
Ensure ITSM tools are optimized to support efficient service delivery and reporting.Stakeholder Collaboration:Serve as a liaison between business units and IT teams to ensure clear communication of requirements and solutions.
Facilitate workshops, meetings, and presentations to gather input and provide updates on ITSM initiatives.
Host and facilitate the Change Advisory Board meetings.Data Analysis & Reporting:Analyze ITSM data to identify trends, issues, and opportunities for improvement.
Develop and maintain dashboards and reports to track IT service performance and SLAs.Training & Documentation:Create user guides, process documentation, and training materials to support ITSM adoption and compliance.
Provide training to end-users and stakeholders on ITSM processes and tools.Minimum Requirements:
Required Qualifications:
Bachelor’s degree in Information Technology, Business Administration, or a related field.
5+ years of experience in business analysis within IT service management.
ITIL Foundation certification (ITIL 4 preferred).
In-depth knowledge of ITIL frameworks and best practices.
Strong experience with ServiceNow.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Proven experience with automation and integration solutions within ITSM tools.
Preferred Qualifications:
Experience in Agile or Scrum methodologies.
Skills in data visualization and reporting tools (e.g., PowerPoint, Tableau).
Key Competencies:
Strong attention to detail and organizational skills.
Proven ability to promote change within an organization.
Ability to work collaboratively with cross-functional teams.
Adaptability to evolving business and technology landscapes.
Proactive and self-motivated approach to problem-solving.
About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Visitwww.genesys.com .
Genesys is an equal opportunity employer committed to diversity in the workplace.#J-18808-Ljbffr