Azelis
Website:
azelis.com
Job details:
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
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