ITSM- Process & Quality analyst

Main accountabilities

The ITSMProcess 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-basedservice 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 managementprocessis followed correctly.

  
  

Communication & stakeholder management:

• Coordination with process owners

  
  

• Negative surveystrackand 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

  
  

• EnsureITprocesses are followed correctly by setting clear checks and controls.

  
  

• Review whether Problem/change and Incidentmanagement 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