ITSM- Process & Quality analyst

Job description

Main accountabilities The ITSM Process and quality analyst desk ensures the following accountabilities: Key Responsibilities Quality Assurance & Compliance Perform regular quality audits on incidents, service requests, and changes logged in ITSM tools ITIL-based service delivery Ensure compliance with ITIL processes, SOPs, SLAs, OLAs, and contractual quality standards. Track and report non ‑ compliance, deviations, and corrective actions. Ticket & Service Quality Management Review ticket lifecycle for: Proper categorization & prioritization Accurate documentation & resolution notes SLA and TAT adherence Identify recurring gaps and raise quality improvement actions. Review whether Incident/Problem/change management process is followed correctly. Communication & stakeholder management: Coordination with process owners Negative surveys track and end user coordination Operational Governance & Reporting SLA adherence Quality scores Repeat incidents RCA closure status CSAT score Collaborate with cross-functional teams to improve service delivery processes Root Cause Analysis & CSI Conduct Root Cause Analysis (RCA) for major and recurring incidents. Track implementation of preventive and corrective actions. Drive Continual Service Improvement (CSI) initiatives in coordination with operations teams. Knowledge & Process Improvement Identify opportunities for: Process improvement Shift ‑ left initiatives Automation readiness Training & Awareness Support quality training and process awareness sessions for L1/L2 teams. Provide feedback to engineers on quality expectations and improvements. Audit & Documentation Compliance reviews Ensure IT processes are followed correctly by setting clear checks and controls. Review whether Problem/change and Incident management is following correctly. Required Skills & Competencies Technical & Process Skills Strong understanding of ITIL processes (Incident, Problem, Change, Request). Hands ‑ on experience with ITSM tools ( ServiceDesk plus/ ServiceNow). Knowledge of SLA, KPI, CSAT, FCR, AHT metrics. Experience in RCA, quality audits, and reporting. Strong communication and documentation skills Stakeholder coordination and governance orientation