Service Analytics and Quality Management

Location: Philippines, 00, PH Profile: User Management Required experience: Working mode: Role: T II

Job Description: Service Analytics and Quality Management

Roles and Responsibilities

• Serve as the central data engine for ITIL process governance by reviewing and validating process execution against actual operational performance.

• Identify and analyze gaps between defined ITIL process and real-world service delivery, enabling continuous improvement

• Act as the single source of truth for service volumetrics by consolidating, validating, and maintaining monthly operational reporting

• Ensure accuracy, consistency, and completeness of service data across all ITIL processes

• Support SLA computation and validation, including monitoring compliance against agreed service levels.

• Assist in tracking, monitoring and validating onboarding of resources into BAU operations to ensure operational readiness and alignment with service requirements

Qualifications:

• Bachelors degree in information technology, Computer Science, Business Administration, Engineering, or a related field.

• Strong knowledge of ITIL and IT Service Management (ITSM) processes.

• Experience in service reporting, data analytics, and KPI/SLA monitoring.

• Ability to analyze service performance, identify gaps, and recommend improvements.

• Skilled in data validation, quality assurance, and process compliance.

• Proficient in reporting tools such as Power BI, ServiceNow, and Excel.

• Strong analytical, problem-solving, and stakeholder management skills.

• Experience in continuous service improvement and operational governance.

• ITIL certification is preferred