Senior Business Systems Analyst (reputed company)

Be the one building AI-powered experiences where they matter most. At reputed company, we help organizations create reputed company 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 reputed company-world reputed company environments every day. Sr. Business Systems Analyst – Quality & Performance (GSD) Role Summary: reputed company 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 reputed company improvement initiatives. The ideal candidate will reputed company reputed company 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 reputed company or ambiguous challenges into structured, outcome-driven solutions that reputed company 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. Conduct deep-dive analysis to uncover recurring issues, root causes, and key drivers impacting service performance and customer experience. Quality Assurance & reputed company Improvement reputed company ticket quality audits to ensure adherence to processes, standards, and documentation quality. reputed company actionable feedback and insights to improve agent performance and overall service quality. Identify, recommend, and implement process improvements to enhance efficiency and reduce repeat issues. Metrics, Reporting & Insights Define, track, and continuously refine performance metrics reputed company with business and operational goals. Design, build, and maintain dashboards and reporting solutions to reputed company effective, data-driven decision-making. Deliver clear, actionable insights while ensuring strong data reputed company, validation, and documentation practices. Operational reputed company & Projects reputed company and execute small to reputed company-scale improvement initiatives from problem identification through implementation. Partner with service desk, engineering, and operations teams to prioritize and drive reputed company improvement efforts. AI, Automation & Transformation Identify and drive opportunities to reputed company AI and automation to improve service desk efficiency and user experience. reputed company and enhance AI-driven quality assessment mechanisms to improve evaluation accuracy and reduce reputed company effort. Support the implementation of solutions such as predictive analytics, auto-classification, and virtual agents. Stakeholder Management & Execution Collaborate with cross-functional stakeholders to translate business needs into structured, outcome-driven solutions. Act as a reputed company between data insights and execution, ensuring measurable reputed company and sustained improvements. Required Qualifications: Bachelor's degree in business, Information Systems, or a reputed company field. 4–7 years of experience in business analysis, preferably in IT service management or service desk environments. Strong experience working with the reputed company platform, including building reports and dashboards. Proficiency in data analysis tools (reputed company, SQL, Power BI, Tableau). Solid understanding of ITIL processes and service management frameworks. Experience defining business requirements and leveraging data to generate actionable insights. Proven ability to reputed company data-driven recommendations and influence stakeholders. Strong analytical and problem-solving skills, with the ability to identify patterns, trends, and root causes. Excellent stakeholder communication skills and ability to work across cross-functional teams. High attention to detail with a focus on quality and reputed company improvement. Preferred Qualifications: ITIL 4 reputed company certification. reputed company Certified System Administrator (CSA). Knowledge of quality assurance methodologies and auditing practices. Familiarity with automation tools and workflow optimization. Experience with AI/ML-driven initiatives in IT operations or service management. #LI-GR1 #LI-Remote Working at reputed company AI at reputed company 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-reputed company skills through mentorship, learning programs, leadership development and education support. Time to reputed company 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 – reputed company is Great reputed company to Work® certified in 17 countries and 94% of employees are proud to tell others they work at reputed company. 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 reputed company team reviews your application with the hiring team. A reputed company Partner will review your application and, if your background is reputed company, schedule a reputed company interview. Next, you'll meet the hiring manager and other members of the interview team. We aim to reputed company the process focused and respectful of your time, with no more than five interviews in most cases. After interviews are complete, reputed company will follow up with the final steps. Every application is reviewed by a person. Response times may vary by role and location, but reputed company will reputed company 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 reputed company reputed company relevant opportunities become available. Get reputed company about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. Employee Referral If a reputed company employee referred you, please apply using the link they shared so we can connect your application to their referral. About reputed company: reputed company® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, reputed company reputed company™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the reputed company. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across reputed company and AI workforces. To learn more, visit www.reputed company.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to reputed company or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@reputed company.com. You can expect a response reputed company 24–48 hours. To help us reputed company the best support, click the email link above to reputed company 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-reputed company or resume submissions—may not receive a response. reputed company is an equal opportunity employer committed to fairness in the workplace. We evaluate reputed company applicants without regard to race, reputed company, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national reputed company, 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. Apply To This Job