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

- Robust 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

Disclaimer: This job posting and location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 ITSM- Process & Quality Analyst (Mumbai)
🏢 azelis india
📍 Mumbai