Quality Analyst

Description

Duties and Responsibilities Accountable for championing, designing and documenting ITIL framework processes along with the process strategy, policies, standards and metrics (KPI/CSF).
Build effective network and communication with other Process Owners and key functions to ensure global alignment and drive overall performance based on a strong culture of Quality and Continuous Improvement
Ensure adherence to the documented process, policies and standards through periodic audits
Drive process continual improvement based on organizational feedback, metric analysis, audits, best practice benchmark
Prioritization of continual improvement opportunities and development of action plans to address process issues ensuring effective and efficient process execution to accomplish expected performance.
Accountable for managing organizational change management from the perspective of adopting processes, identifying process modification impact and communication of process information as appropriate.
Ensure that effective training is delivered based on identified training needs.
Involvement in the day to day planning and coordination of all activities required to carry out, monitor and report on the processes
Other duties as required
Required Skills Bachelor's degree or more than 5 years relevant experience working with ITSM Processes
ITIL Foundation Knowledge or ISO20000 knowledge/experience
Ticketing system familiarity
Motivated and takes ownership for deliverables and deadlines
Excellent decision making capability
Demonstrated leadership qualities and ability to get results from others outside of the reporting structure
Excellent communication skills (written, verbal and presentation)
Team Player
MS Office Education/Experience