Genesys empowers organizations to improve loyalty and business outcomes by creating the best experiences for customers and employees through its AI-powered platform
Job Summary
Genesys empowers organizations to improve loyalty and business outcomes by creating the best experiences for customers and employees through its AI-powered platform.
The role involves driving continuous improvement in service desk performance by identifying knowledge gaps, enhancing content quality, and enabling support teams through structured training.
Employees have the independence to make a larger impact on the company while enjoying benefits and perks similar to larger tech companies.
Matching Summary
Genesys empowers organizations to improve loyalty and business outcomes by creating the best experiences for customers and employees through its AI-powered platform.
Skills & Requirements
Must-have
ServiceNow Knowledge Management experience
4-7 years in Knowledge Management or ITSM
Data-driven knowledge gap analysis
AI and automation concepts in support
ITIL practices or KCS methodology
Nice-to-have
Experience in SaaS or Cloud environments
Familiarity with chatbots and virtual assistants
Global cross-functional team collaboration
QA frameworks and audit processes
Proven ability to translate insights into action
Key Requirements
Bachelor's degree in business, Information Systems, or related field
4–7 years of experience in Knowledge Management or Support Enablement
Hands-on experience with ServiceNow Knowledge Management platforms