ITSM- Process &

- Quality analyst

Experience: Not Available to Not Available years

Location: Mumbai, IND

Skills: ITIL processes, ServiceDesk plus, ServiceNow, SLA, KPI, CSAT, FCR, AHT, RCA, quality audits, reporting, stakeholder coordination, governance orientation

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

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 explicit 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

📌 ITSM Process & Quality analyst (India)
🏢 azelis india
📍 India