Senior Business Systems Analyst (ServiceNow)
Hybrid · Chennai, Tamil Nadu, India
Job Summary
Senior-level Business Systems Analyst focusing on Quality & Performance for the Global Service Desk. Leverages ServiceNow data to monitor performance metrics (SLA, CSAT, response/resolution times), conducts deep-dive analyses to identify root causes and improvement opportunities, and leads quality assurance and continuous improvement initiatives. Responsible for defining and maintaining dashboards/reports, driving data-driven insights, and guiding small-to-mid scale improvement projects. Collaborates with service desk, engineering, and operations teams; explores AI/automation opportunities to enhance service delivery. Requires a Bachelor's degree, 4–7 years IT service management/business analysis experience, ServiceNow reporting expertise, SQL and BI tool proficiency, ITIL knowledge, and strong stakeholder communication.
Required Qualifications
- Bachelor's degree in Business, Information Systems, or a related field
- 4–7 years of experience in business analysis, preferably in IT service management or service desk environments
- Strong experience with the ServiceNow platform, including building reports and dashboards
- Proficiency in data analysis tools (Excel, SQL, Power BI, Tableau)
- Solid understanding of ITIL processes and service management frameworks
- Experience defining business requirements and leveraging data to generate actionable insights
- Excellent stakeholder communication skills and ability to work across cross-functional teams
- High attention to detail with a focus on quality and continuous improvement
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