About this role
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