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
