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ITSM- Process & Quality analyst
Azelis
Navi Mumbai, IND
Full-time
Mid
Onsite
Discovered 1 weeks ago
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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
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