Senior Analyst (Service Quality and Improvement)

JOB SUMMARY

The IT Service Quality & Improvement Senior Analyst is the champion for service excellence, improvement and compliance. This role is responsible for assisting the lead and the Service Quality and Improvement team for establishing, maintaining, and managing improvement of IT Operation via IT Service Management in line with organizational objectives and the requirements of ISO / IEC 20000-1. The senior analyst manage that all IT operation delivery weakness is improved and delivered with verifiable quality, efficiency, and compliance.

JOB DUTIES & RESPONSIBILITIES

Service Quality

• Develop and Govern Quality Standards : Establish, implement, and maintain IT service quality standards and processes, ensuring alignment with ITIL best practices and ISO / IEC 20000 : 2018 requirements
• Manage the ISO / IEC 20000 : 2018 activities (internal / external audit preparation, quarterly ISO / IEC 20000 : 2018 forum and reporting etc)
• Audit Liaison : Act as the primary subject matter expert during all internal and external ISO 20000 audits, ensuring operational teams successfully demonstrate control effectiveness
• Compliance Verification : Plan and execute regular process audits and quality assurance checks across ITIL and ISO / IEC 20000 processes to ensure adherence to documented procedures and quality controls required for audit readiness
• Operational Data Analysis : Analyze IT Service Management (ITSM) Operations data using tools like Power BI or equivalent platforms to aggregate and analyze data from ITSM systems and other relevant sources any other relevant tools to identify performance metrics, trends, and anomalies.
• Manage Quality Reporting : Design and deliver executive-level service quality dashboards, communicating performance against SLAs and quantifying the business impact of quality issues.
• Reporting and Communication : Generate and communicate clear reports and dashboards to stakeholders, quantifying service quality status and recommending data-backed improvements.

Service Improvement

QUALIFICATIONS

JOB STATUS

Permanent

All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of advertisement.

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