Service Quality Analyst

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The role of Service Quality Analyst (SQA) is to support the IT operational Service management function by assisting with the administration, analysis, reporting and communications required for all IT service management areas.

SQA involves overseeing the end-to-end delivery of services, ensuring quality, efficiency, and stakeholder satisfaction, and continually working towards improving processes for better outcomes following Singtel ITSM standards.

Make an Impact by:

1. Operational Oversight: SQA will oversee the day-to-day operations of the organization. This includes collaborating with teams and departments to ensure that they are working efficiently and effectively with quality, toward the achievement of organizational goals.
2. Reporting: SQA prepares and presents regular reports on service quality metrics, performance to management, and other stakeholders. These reports may include recommendations for improvement based on the analysis of data and trends. SQA would need to follow up with stakeholders.
3. Performance Monitoring and Evaluation: SQA regularly monitors the performance of service delivery by tracking key performance indicators (KPIs) and other relevant metrics. This involves analysing data to identify trends, areas for improvement, and potential issues that need to be addressed, conducting audits, capacity and using feedback mechanisms to assess the quality of services provided.
4. Stakeholder and Vendor Communication: SQA will interact and work with internal stakeholders and external entities such as vendors, service providers, to understand the needs, provide updates on service delivery, and address any concerns or feedback to ensure smooth communication and coordination of activities.
5. Problem Management: SQA will identify and resolve issues that may arise during service delivery. This could involve troubleshooting technical problems, addressing stakeholder concerns, and coordinating with various teams to find effective solutions. Investigate and analyze the root causes of service quality issues. SQA will identify systemic issues and recommend corrective actions to prevent the recurrence of problems.
6. Asset Management: SQA will support respective infra-stakeholders to manage and maintain infra configuration items and relationships in the CMDB as the single source of truth.
7. Service Management: SQA will work on designing, implementing, and managing service delivery processes in accordance with the Information Technology Infrastructure Library (ITIL) framework and practices. This includes defining service level agreements (SLAs), creating, and updating standard operating procedures, and ensuring that services meet quality standards.
8. Continuous Improvement: SQA is responsible for identifying opportunities for process improvement and efficiency gains. This involves working with cross-functional teams to implement changes that enhance the overall effectiveness of Service Quality and Delivery.
9. Training and Development: Provide process training and support to delivery teams to ensure that they have the necessary skills and knowledge to meet quality standards. This includes developing training programs and conducting regular training sessions.
10. Documentation: It is essential that SQA maintain accurate and up-to-date documentation. This includes creating and updating manuals, procedures, and other documentation related to service quality and delivery processes.
11. Compliance: Ensure that service delivery processes comply with relevant industry regulations and standards. This may involve staying up to date on industry best practices and implementing changes to align with regulatory requirements.
12. Technology Utilization: Depending on the nature of the services being delivered, SQA would need to work with various technologies, tools, and platforms to optimize service delivery processes.
13. Risk Management: Identifying and managing risks associated with service quality and delivery, which includes developing contingency plans and strategies to mitigate potential issues.

Skills for Success:

1. A Degree in Computer Science / IT or equivalent.
2. A minimum of 2-3 years’ experience in the IT Industry or managing IT Service Delivery is a plus.
3. Knowledge and hands-on experience in ServiceNow and PowerBI is an added advantage.
4. Prior operational experience adopting best ITIL practices; advantageous if ITIL certified.
5. Excellent with MS Office Suite for analysis, extraction and tabulation for report generation purposes.
   

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