We are hunting for motivated candidates withIT Service Management (ITSM)background to fill theService Quality Analyst (SQA)role!
This role is to support the IT Operational Service management function by assisting with theadministration, analysis, reporting, and communicationsrequired 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:
Operational Oversight:Oversee the day-to-day operations of the organization including collaborating with teams and departments to ensure that they are working efficiently and effectively with quality, toward the achievement of organizational goals.
Reporting:Prepare and present regular reports on service quality metrics, performance to management, and other stakeholders including recommendations for improvement based on the analysis of data and trends.
Performance Monitoring and Evaluation:Monitor the performance of service delivery by tracking key performance indicators (KPIs) and other relevant metrics.
This involves analyzing data to identify trends, areas for improvement, and potential issues that need to be addressed.
Stakeholder and Vendor Communication: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.
Problem Management: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.
Service Management:Design, implement, and manage service delivery processes in accordance with the Information Technology Infrastructure Library (ITIL) framework and practices.
Continuous Improvement:Identify 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.
Skills for Success:
A Degree in Computer Science / IT or equivalent
A minimum of 2 years' experience in the IT field is required for this role.
Candidates with ITSM exposure and knowledge is a plus.
Knowledge and hands-on experience in ServiceNow and PowerBI is an added advantage.
Prior operational experience adopting best ITIL practices, advantageous if ITIL certified.
Excellent with MS Office Suite for analysis, extraction and tabulation for report generation purpose.
Your Career Growth Starts Here.
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Seniority levelAssociate
Employment typeFull-time
Job functionInformation Technology and Analyst
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