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Genesys
Senior Business System Analyst - ServiceNow
Senior Business System Analyst - ServiceNow at Genesys, São Paulo. Lead ITSM/ITOM/CSM modules, ITIL governance, process mapping. Requires ServiceNow expertise, fluent English, Agile knowledge. Competitive benefits included.
Direct Hire
Senior
ServiceNow Role Type:
ServiceNow Modules:
Customer Service Management
Governance, Risk, and Compliance
IT Operations Management
IT Service Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
November 27, 2025
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees.
Requirements
- 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
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance
Requirements Summary
Experience in ServiceNow, IT Service Management, ITIL practices, Fluent English, Knowledge in OKRs and Agile Methodologies
