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