Description

Own quality assurance for ITSM processes, focusing on ticket audits, SLA compliance, and security checks.

This role is on-site.

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, share insights with stakeholders, and support corrective actions with the Service Desk Lead.
• Maintain QA documentation, update checklists, and deliver training sessions for quality standards.

Required Skills

• 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.

Preferred Skills

• Knowledge of IB Operations.

Key Skills

Education

Any Graduate