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ITSM- Process & Quality analyst

Azelis -
Mumbai, Maharashtra

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Job details

2 days ago

Qualifications

Incident management
Process improvement
Quality assurance
ITIL
ServiceNow
Communication skills

Full job description

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

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