Senior IT Service Quality Analyst

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The Senior IT Service Quality Analyst is responsible for driving service quality, process governance, continual service improvement, and operational excellence across IT Services.

This role serves as a key steward of ITIL practices, ensuring the effectiveness, consistency, and maturity of core ITSM processes including Incident, Problem, Change, Knowledge, Configuration Management (CMDB), and Data Certification.

 

The analyst partners with Service Desk, End User Computing (EUC), Infrastructure, Applications, Security, and business stakeholders to establish meaningful service metrics, identify improvement opportunities, enhance customer experience, and ensure IT services are delivered in alignment with organizational objectives and industry best practices.

 

This position plays a critical role in measuring service performance, facilitating continuous improvement initiatives, promoting knowledge sharing and knowledge transfer, improving process compliance, and maintaining governance over IT service data.

Key Accountabilities/Deliverables:

Service Quality Management


* Establish, monitor, and report on IT service quality metrics, KPIs, SLAs, OLAs, and customer experience indicators.


* Analyze operational data to identify service trends, performance gaps, root causes, and improvement opportunities.


* Develop executive and operational dashboards to communicate service health and performance.


* Support service reviews with IT leadership and operational teams.

Continual Service Improvement (CSI)


* Facilitate continual improvement initiatives across Service Desk, EUC, and broader IT organizations.


* Identify opportunities to improve service efficiency, effectiveness, customer satisfaction, and process maturity.


* Maintain and track service improvement plans, actions, outcomes, and realized benefits.


* Promote a data-driven culture focused on operational excellence and continuous improvement.

Incident Management


* Evaluate Incident Management process effectiveness and adherence to ITIL best practices.


* Analyze incident trends, recurring issues, escalations, and service impacts.


* Identify opportunities to reduce incident volume, improve response times, and increase first-contact resolution.


* Support major incident reviews and post-incident improvement activities.

Problem Management


* Facilitate proactive and reactive Problem Management activities.


* Track root cause analyses, known errors, and corrective actions.


* Identify recurring incident patterns and opportunities for structural resolution.


* Measure and report on problem elimination effectiveness and reduction of repeat incidents.

Change Enablement (Change Management)


* Monitor change process compliance and effectiveness.


* Analyze change success rates, failed changes, emergency changes, and associated service impacts.


* Recommend process improvements to reduce risk and improve service st...