Teams at Genesys

Supports ITSM process measurement, improvement, and maturity within ServiceNow. Builds reports, dashboards, scorecards, KPIs, SLAs, and operational metrics; analyzes trends and process gaps; provides recommendations to stakeholders; and supports process documentation, training, adoption, requirements gathering, testing, and platform enhancements across Incident, Request, Knowledge, Problem, and Service Level Management.

Facilitates Scrum and Kanban ceremonies, supports backlog prioritization, removes impediments, coaches Agile teams, and partners with Product Owners and stakeholders. Owns ServiceNow platform reporting, metrics, KPIs, dashboards, executive reports, and ROI measurement. Supports data-driven decision-making, identifies performance issues, and provides Scrum Master coverage across platform streams while collaborating with global teams.

Design, build, and maintain batch and real-time data pipelines; collaborate with architects, product owners, data scientists and analysts to provision and integrate data; ensure pipeline performance, quality, and scalability; enforce engineering best practices (CI/CD, testing, monitoring); mentor other engineers and support cross-team data integrations.