ITSM- Process & Quality analyst

Main accountabilities

The ITSM   Process and quality analyst desk  ensures the following accountabilities:

Key Responsibilities Quality Assurance & Compliance

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Perform regular quality audits on incidents, service requests, and changes logged in ITSM tools

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ITIL-based   service delivery

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Ensure compliance with ITIL processes, SOPs, SLAs, OLAs, and contractual quality standards.

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Track and report non ‑ compliance, deviations, and corrective actions.

Ticket & Service Quality Management

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Review ticket lifecycle for:

Proper categorization & prioritization

Accurate documentation & resolution notes

SLA and TAT adherence

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Identify recurring gaps and raise quality improvement actions.

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Review whether Incident/Problem/change management   process   is followed correctly.

Communication & stakeholder management:

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Coordination with process owners

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Negative surveys   track   and end user coordination

Operational Governance & Reporting

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SLA adherence

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Quality scores

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Repeat incidents

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RCA closure status

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CSAT score

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Collaborate with cross-functional teams to improve service delivery processes

Root Cause Analysis & CSI

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Conduct Root Cause Analysis (RCA) for major and recurring incidents.

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Track implementation of preventive and corrective actions.

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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

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Support quality training and process awareness sessions for L1/L2 teams.

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Provide feedback to engineers on quality expectations and improvements.

Audit & Documentation

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Compliance reviews

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Ensure   IT   processes are followed correctly by setting clear checks and controls.

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Review whether Problem/change and Incident   management is following correctly.

Required Skills & Competencies

Technical & Process Skills

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Strong understanding of ITIL processes (Incident, Problem, Change, Request).

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Hands ‑ on experience with ITSM tools ( ServiceDesk plus/ ServiceNow).

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Knowledge of SLA, KPI, CSAT, FCR, AHT metrics.

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Experience in RCA, quality audits, and reporting.

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Strong communication and documentation skills

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Stakeholder coordination and governance orientation