ITSM- Process & Quality analyst
Core
Ensures quality assurance and compliance for ITSM processes including incidents, service requests, and changes.
Role type
ITSM Process and Quality Analyst
Builds
Service delivery quality, compliance with ITIL standards, and operational governance reports.
Domain
IT Service Management (ITSM)
Deliverable
dashboards & analysis
Required skills
ITIL processes, ITSM tools (ServiceDesk Plus/ServiceNow), SLA/KPI/CSAT metrics, Root Cause Analysis, quality audits, process improvement
Preferred skills
Stakeholder coordination, training delivery, automation readiness
Responsibilities
Perform quality audits on incidents, service requests, and changes; Review ticket lifecycle for categorization, prioritization, and SLA adherence; Conduct Root Cause Analysis for major incidents; Drive Continual Service Improvement initiatives; Support quality training for L1/L2 teams; Ensure compliance with ITIL processes and SOPs.
