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