Why This Job is Featured on The SaaS Jobs
This Senior Business System Analyst role sits at the intersection of SaaS operations and enterprise service management, focused on strengthening ServiceNow governance inside a global cloud software organization. In SaaS businesses with distributed engineering, security, cloud, and HR functions, consistent ITSM/ITIL practices become an operational backbone—especially when platforms like ServiceNow span ITSM, ITOM, and customer service workflows.
For a SaaS career, the standout value is developing a repeatable governance and process-improvement toolkit that translates across products and org structures. Work such as mapping processes end-to-end, aligning stakeholders, and translating operational needs into platform standards builds fluency in how SaaS companies maintain reliability while evolving tooling. Exposure to OKRs and Agile methods also reinforces a measurement-driven approach to service quality and continuous improvement.
This position tends to suit professionals who enjoy structured problem-solving and influencing without relying on formal authority. It fits someone comfortable operating cross-functionally, documenting decisions, and communicating clearly to executive audiences, including in English across regions. The emphasis on ITIL foundations and ServiceNow modules signals a role for practitioners who want to deepen platform governance rather than purely configuration or ticket-level operations.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Job Description: Senior Business System Analyst - ServiceNow
Genesys is currently seeking a Sr BSA - ServiceNow professional to define, document and improve our ServiceNow Governance practices.
Roles & Responsibilities
Experience in ServiceNow, IT Service Management, in ITIL practices for incidents, requests, problems, changes, configuration and service level management practices
Fluent or Advanced English is mandatory as the associate will work directly with a Global Team
Knowledge and experience in mapping IT processes, develop relationship with main technical and business stakeholders (Infrastructure, Security, Cloud, Application, HR, etc.)
Promote ITIL Practices adoption and guarantee conformity with the established processes
Governance and support for ServiceNow Platform Governance processes
Experience to build Executive presentations
Lead projects and initiatives for service improvements
Knowledge in OKRs and Agile Methodologies
Knowledge in Servicenow Environment (ITSM, ITOM and CSM modules)
Effective communication, good relationships and directing activities for other professionals on the team;
Mandatory:
Fluent or Advanced English;
ITIL Foundation V3 or ITIL 4 certification;
Knowledge in SCRUM/Kanban
Knowledge in Jira and Confluence Tools
Desirable
ServiceNow Certification
If a Genesys employee referred you, please use the link they sent you to apply.
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:
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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.
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