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ITSM- Process & Quality analyst

Azelis · Mumbai, IND
// classified as
Other (Adjacent or hard to classify.)
posted
1d ago
location
Mumbai, IND
languages
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tools
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> 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

Apply at Azelis →