Main accountabilities
The ITSM Process and quality analyst desk ensures the following accountabilities:
Key Responsibilities Quality Assurance & Compliance
Perform regular quality audits on incidents, service requests, and changes logged in ITSM tools
ITIL-based service delivery
Ensure compliance with ITIL processes, SOPs, SLAs, OLAs, and contractual quality standards.
Track and report non‑compliance, deviations, and corrective actions.
Ticket & Service Quality Management
Review ticket lifecycle for:
Proper categorization & prioritization
Accurate documentation & resolution notes
SLA and TAT adherence
Identify recurring gaps and raise quality improvement actions.
Review whether Incident/Problem/change management process is followed correctly.
Communication & stakeholder management:
Coordination with process owners
Negative surveys track and end user coordination
Operational Governance & Reporting
SLA adherence
Quality scores
Repeat incidents
RCA closure status
CSAT score
Collaborate with cross-functional teams to improve service delivery processes
Root Cause Analysis & CSI
Conduct Root Cause Analysis (RCA) for major and recurring incidents.
Track implementation of preventive and corrective actions.
Drive Continual Service Improvement (CSI) initiatives in coordination with operations teams.
Knowledge & Process Improvement
Identify opportunities for:
- Process improvement
- Shift‑left initiatives
- Automation readiness
Training & Awareness
Support quality training and process awareness sessions for L1/L2 teams.
Provide feedback to engineers on quality expectations and improvements.
Audit & Documentation
Compliance reviews
Ensure IT processes are followed correctly by setting clear checks and controls.
Review whether Problem/change and Incident management is following correctly.
Required Skills & Competencies
Technical & Process Skills
Strong understanding of ITIL processes (Incident, Problem, Change, Request).
Hands‑on experience with ITSM tools (ServiceDesk plus/ServiceNow).
Knowledge of SLA, KPI, CSAT, FCR, AHT metrics.
Experience in RCA, quality audits, and reporting.
Strong communication and documentation skills
Stakeholder coordination and governance orientation
Skills Required
- Strong understanding of ITIL processes, including Incident, Problem, Change, and Request Management
- Hands-on experience with ITSM tools such as ServiceDesk Plus or ServiceNow
- Knowledge of SLA, KPI, CSAT, FCR, and AHT metrics
- Experience in root cause analysis, quality audits, and reporting
- Strong communication and documentation skills
- Stakeholder coordination and governance orientation
What We Do
As a leading global innovation service provider in the specialty chemicals and food ingredients industry, we are committed to creating value for principals and customers whilst providing a great work environment and career opportunities. Azelis has 4,200+ employees across 65 countries worldwide. We work with around 2,800 principals to provide a diverse range of innovative products/services to 63,000+ customers. Our industry-dedicated sales teams have specialist product and application knowledge, combined with business know-how, enabling us to add value in all business relationships. We’re always looking to add new talent to our team and encourage and support the personal and professional growth of all employees. Specialties include: Life Sciences: Personal Care, Home Care & Industrial Cleaning, Pharma & Healthcare, Food & Nutrition, Animal Nutrition, Agricultural & Environmental Industrial Chemicals: CASE, Electronics, Essential Chemicals, Fine Chemicals, Advanced Materials & Additives, Chemicals, Lubricants & Metal Working Fluids, Other Applications, Textiles, Leather & Paper At Azelis, our partnerships with customers and principals remain at the heart of our activities. As a leading global innovation service provider, our entrepreneurial approach to doing business is reflected in our can-do attitude. Across our network of more than 70 application laboratories, our award-winning staff help develop formulations and provide technical guidance along the customers’ product development process. We combine a global market reach with a local footprint to offer a reliable, integrated and unique digital service to customers and attractive business opportunities to principals. Striving to create a positive impact on the environment and communities around the world, we are top-industry-rated by Sustainalytics. Azelis is a leader in sustainability. We aim to provide effective, sustainable, and reliable solutions. Our business is your business
