Description

Key Skills: Compliance Audits, ServiceNow, itsm, Ticket Booking, Vendor & SLA Management, Quality Assurance, QA, Security Compliance Checks, ITIL, Stakeholder Management

Roles and Responsibilities:

• Perform quality assurance for ITSM processes, including ticket audits and SLA compliance checks.
• Use PowerShell and automation approaches to support QA workflows and quality reporting.
• Conduct data analysis on QA findings to identify trends, gaps, and improvement opportunities.
• Prepare quality reports and share insights with stakeholders; support corrective actions with the Service Desk Lead.
• Maintain QA documentation and update QA checklists; deliver training sessions for quality standards.

Skills Required:

• 4 - 6 years of experience in ITSM/service desk QA, quality assurance, or related roles
• Hands-on experience with PowerShell and automation.
• Good knowledge of data analysis and quality reporting.
• Familiarity with ServiceNow, ITIL, and SLA management.
• Experience in compliance audits and quality documentation.
• Strong training, communication, and stakeholder management skills.
• Ability to collaborate effectively with cross-functional teams.
• Knowledge of IB Operations is an added advantage.

Education: Relevant degree (or equivalent practical experience)

Key Skills

Education

Any Graduate