Why This Job is Featured on The SaaS Jobs
This Senior Business Systems Analyst role sits at the intersection of IT service management and product-grade SaaS operations. Genesys runs an AI-led experience orchestration platform used across many enterprises, which makes internal service desk performance more than a support function. It becomes a reliability and adoption lever for teams delivering and operating a complex cloud platform at scale.
For a SaaS career, the work builds durable strengths in operational analytics, measurement design, and continuous improvement. The emphasis on turning ServiceNow data into decisions mirrors how SaaS organizations manage customer-impacting systems through SLAs, CSAT signals, and incident patterns. The remit also touches AI and automation in operational workflows, offering practical exposure to how SaaS companies industrialize support through predictive insights, classification, and virtual agent concepts.
This is best suited to an analyst who prefers structured problem framing, strong data hygiene, and stakeholder alignment over purely technical build work. It fits someone comfortable translating ambiguous operational issues into dashboards, audits, and small-to-mid initiatives, and who enjoys bridging reporting with execution in a cloud-first environment.
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
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.
Quality Assurance & Continuous Improvement
Metrics, Reporting & Insights
Design, build, and maintain dashboards and reporting solutions to enable effective, data-driven decision-making.
Deliver clear, actionable insights while ensuring strong data integrity, validation, and documentation practices.
Operational Excellence & Projects
AI, Automation & Transformation
Stakeholder Management & Execution
Required Qualifications:
Strong analytical and problem-solving skills, with the ability to identify patterns, trends, and root causes.
Preferred Qualifications:
#LI-GR1
#LI-Remote
Working at Genesys
- AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
- A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
- Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
- Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
- Recognized globally – Genesys is Great Place to Work®certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team.
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
Get notified about relevant opportunities.
Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
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 reasonable.accommodations@genesys.com.
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.
