ITMS Quality and Audit Administrator

Role Overview:

ITMS Quality and Audit Administrator

What You Will Do:

• You will implement and monitor ITSM quality standards across service delivery teams.
• You will ensure adherence to ITIL best practices and organizational policies.
• You will plan, execute, and report internal and external audits for ITSM processes, including ticket audits and pending ticket analysis.
• You will identify gaps, risks, and non-compliance issues and recommend corrective actions to enhance service quality.
• You will track and analyse KPIs, SLAs, and compliance metrics for critical customer accounts.
• You will prepare dashboards and reports for senior management and customers using ITSM tools.
• You will drive

  Continuous Service Improvement (Lean) initiatives

  , implementing solutions to address key challenge areas and reduce re-opened tickets.
• You will collaborate with delivery teams, service managers, and customers to ensure quality objectives

  and delivery assurance

  are met.
• You will Conduct

  ticket audit awareness sessions

  and coordinate quarterly

  CSAT rollouts

  for customer satisfaction.
• You will Track customer feedback, appreciations, and complaints to ensure

  effective service delivery

  .

What You Have:

• You have a bachelor's degree in computer science, Information Technology, or a related field.
• You have 58 years of experience in IT Service Management, Quality Assurance, and Audit roles.
• You have a strong knowledge of

  ITIL framework

  and ITSM tools (e.g., ServiceNow, Manage Engine, Analytical Plus, Power BI).
• You have experience in conducting audits,

  SLA reviews, ticket analysis, and compliance management

  customer environments.
• You have excellent analytical, documentation, and reporting skills.
• You have strong communication and stakeholder management abilities.
• Certifications preferred:

  ITIL v4

  ,

  ISO 20000

  ,

  COBIT

  , or similar.

Key Attributes:

• You are detail-oriented with a focus on accuracy and compliance.
• You can work under pressure and manage multiple priorities.
• Proactive in identifying risks, driving improvements, and implementing continuous service improvement initiatives.
• Collaborative with strong leadership skills to manage teams and drive operational excellence.