ITSM- Process & Quality analyst

Azelis • mumbai, maharashtra • Posted July 16, 2026

Position Overview

Main accountabilities

The ITSMProcess 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-basedservice 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 managementprocessis followed correctly.

    • Communication & stakeholder management:

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