ITSM- Process & Quality analyst

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