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