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IT Service Operations Analyst / Quality Specialist --- This is a great opportunity if you have has worked in an ITSM environment and wants to grow deeper into service quality governance, compliance, and operational analytics. In this role, you’ll support ITIL process quality across Incident, Change, Problem, Request, and Knowledge Management by performing structured ticket/process audits, supporting RCA and CAPA follow-through, and producing KPI reporting and dashboards that help teams improve SLA/OLA performance. If you’re detail-oriented, analytical, and motivated by turning trends into measurable improvements across service teams, you’ll be a strong fit.

This role supports IT Service Management (ITSM) quality governance and process compliance across Incident, Change, Problem, Request, and Knowledge Management, with a focus on SLA/OLA adherence, ticket quality audits, trend analysis, and reporting.

The focus is on service operations quality (ITIL/ITSM processes, ITSM tools, and operational KPIs) reviewing, using analytical skills to review and being able to effectively communicate that data and status to various levels of the organization to make decisions on change factors needed.

Required Skills

+ Working knowledge of ITIL / ITSM processes: Incident, Change, Problem, Request, Knowledge, SLA/OLA governance.

+ Experience with ticket audits, SOP compliance checks, RCA validation support, and operational quality assessments.

+ Strong skills in Excel and PowerPoint; experience with Power BI and dashboard/report creation.

+ Experience with ITSM platforms such as ServiceNow, BMC Remedy, or Freshservice.

+ Strong analytical reporting, process mapping, and documentation skills.

+ Familiarity with CAPA models and quality frameworks.

Experience Requirements

+ 4–7 years in ITSM operations, service management, or operational quality/compliance.

+ Experience supporting quality governance, audits, reporting, and process compliance in IT service delivery environments.

Behavioral Competencies

+ Strong attention to detail with analytical and structured problem-solving.

+ Clear written and verbal communication for reporting to stakeholders.

+ High ownership and ability to work independently while coordinating across teams.

+ Collaborative and proactive with a continuous improvement mindset.

Key Responsibilities

Quality Governance & Process Compliance (ITSM)

+ Support quality governance activities across Incident, Change, Problem, Request, and Knowledge Management, including SLA/OLA adherence.

+ Execute quality reviews using defined checklists, standards, and measurement models.

+ Participate in monthly/quarterly compliance reviews with delivery and leadership teams and help document outcomes and follow-ups.

Quality Audits & Operational Assurance

+ Conduct structured quality audits focused on operational excellence, including:

+ Ticket accuracy & categorization

+ RCA depth and adequacy

+ SOP deviation analysis

+ Change risk assessments

+ Knowledge article quality

+ Validate operational documentation against defined standards, policies, and best practices.

Trend Analysis, RCA Support & CAPA Tracking

+ Perform trend analysis to identify recurring quality gaps across teams and processes.

+ Support RCA workshops and track Corrective & Preventive Actions (CAPA) to completion.

+ Track and help verify CAPA effectiveness using measurable KPIs.

Process Improvement Support

+ Collaborate with process owners to improve SOPs, workflows, templates, and governance checklists.

+ Support standardization of best practices across delivery units to improve operational maturity and quality KPIs.

Metrics, Dashboarding & Reporting

+ Track and report quality KPIs such as:

+ FCR% (First Contact Resolution)

+ RCA adherence

+ Ticket re-open ratio

+ SLA/OLA breach analytics

+ Change failure rate

+ Create and maintain quality scorecards, Power BI dashboards, and governance reports.

Audit Readiness & Compliance Support

+ Support audit readiness activities (e.g., ISO 20000/27001, internal compliance, customer audits) by helping compile:

+ evidence packages

+ audit responses

+ deviation reports

+ closure actions

+ Coach operational teams on audit readiness expectations and documentation needs.

Cross-Functional Coordination

+ Partner with Service Delivery Managers, Process Owners, PMO, and Quality/Service Management teams to improve operational discipline.

+ Participate in Quality Review Meetings and help summarize findings and actions for leadership/client reporting.

Mentorship & Knowledge Sharing (as needed)

+ Contribute to knowledge repositories, best-practice guides, and training materials.

+ Support onboarding of new quality team members and process owners.

Certification Requirements (preferred)

+ ITIL v3/v4 Foundation (strongly preferred)

+ Lean Six Sigma Green Belt (preferred)

+ ISO 20000/27001 internal auditor certification (desirable)

+ COBIT/ITSM specialization certifications (optional)

For information on the compensation range for the job and an overview on benefits that HTC Global Services offers please email [email protected]. The salary, other compensation and benefits information shared by HTC would be accurate as of the date of sharing the information. The disclosed range would consider factors not limited to, geographic location, educational qualification, relevant experience, certifications, skills, suitability/fit for the role, and business or organizational needs. HTC Global services reserves the right to modify the ranges at any time, subject to applicable law.