ITSM- Process & Quality analyst

Azelis; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Azelis India is seeking an ITSM Quality Assurance & Compliance Analyst to uphold ITIL-based service delivery across incidents, changes, and service requests. The role focuses on audits, process adherence, and continual service improvement with strong collaboration across cross-functional teams.

Responsibilities include reviewing ticket lifecycles, reporting non-compliance, and driving CSI initiatives while coordinating with process owners and end users to raise quality standards.

Qualifications

• Strong understanding of ITIL Incident, Problem, Change, and Request management.
• Hands-on experience with ITSM tools such as ServiceDesk Plus or ServiceNow.
• Knowledge of SLA, KPI, CSAT, FCR, and AHT metrics.
• Experience in RCA, quality audits, and reporting.
• Strong communication and documentation skills.
• Stakeholder coordination and governance orientation.

Responsibilities

• Perform regular quality audits on incidents, service requests, and changes logged in ITSM tools.
• ITIL-based service delivery and ensure compliance with ITIL processes, SOPs, SLAs, OLAs, and contractual quality standards.
• Track and report non-compliance, deviations, and corrective actions.
• Review ticket lifecycle for proper categorization, prioritization, documentation, resolution notes, and SLA/TAT adherence.
• Identify recurring gaps and raise quality improvement actions; ensure Incident/Problem/Change management is followed correctly.
• Coordinate with process owners and manage end-user feedback (negative surveys).
• Monitor SLA adherence, quality scores, repeat incidents, RCA closure status, and CSAT scores; collaborate with cross-functional teams to improve service delivery processes.
• Conduct RCA for major and recurring incidents; track preventive and corrective actions; drive CSI initiatives with operations teams.
• Identify opportunities for process improvement, shift-left, and automation readiness; support quality training for L1/L2 teams.

Skills

ITIL processes

ITSM tools

SLA/KPI/CSAT metrics

RCA and quality audits

Documentation & communication

Stakeholder coordination

Governance & reporting

Tools

ServiceDesk Plus

ServiceNow

Job description

Main Accountabilities

TheITSM Process and quality analyst deskensures 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