Junior Service Quality Analyst

Description

Job Summary: We are seeking an IT service quality analyst with experience in service management and proficiency in ITSM tools to ensure compliance with standards and drive continuous improvement. Key Highlights: 1. Key role in continuous improvement and assurance of IT service quality. 2. Opportunity to work with diverse ITSM tools such as ServiceNow and Jira. 3. Active participation in service committees and strategic decision-making. Join Stefanini! At Stefanini, we are more than 30,000 geniuses connected from 41 countries, doing what we love and co-creating a better future. **Responsibilities and Authorities** * Review tickets, reports, recordings, logs, surveys, and evidence related to service delivery. * Request additional information from internal teams and vendors. * Identify tickets that fail to meet quality standards. * Request correction or completion of incomplete records. * Require action plans for non-compliance or deviations. * Assign quality observations to the respective responsible parties. * Request evidence supporting closures, exclusions, pauses, or SLA compliance. * Challenge or reject metrics lacking verifiable information. * Alert risks of non-compliance prior to due dates. * Recommend reopening tickets when: * Closure is unsupported. * The solution has not been validated. * Information is incomplete. * The user remains affected. * Sufficient evidence is lacking. * Escalate critical or recurring non-compliances to the Service Lead, Service Delivery Manager, or service owner. * Convene quality review meetings. * Request corrective, preventive, or training actions. * Propose adjustments to procedures, quality matrices, and evaluation criteria. * Recommend restrictions or additional reviews for technicians or vendors with poor performance. * Participate in service committees and present findings directly. * Request extraordinary reviews when: * A critical complaint arises. * Contractual non-compliance occurs. * An audit is conducted. * Reputational risk exists. * Operational risk exists. * Service deterioration is sustained. * Verify and approve closure of quality observations once sufficient evidence is available. **Requirements and Qualifications** * Knowledge of ITIL 4. * Experience in IT Service Management. * Understanding of Incident, Request, Problem, Change, and Service Level processes. * Proficiency in ITSM tools such as: * ServiceNow. * Jira Service Management. * BMC Remedy. * ManageEngine. * Freshservice. * EasyVista. * SysAid. * Intermediate or advanced Excel skills. * Knowledge of Power BI or reporting tools. * Experience in metric analysis. * Understanding of auditing and internal controls. * Familiarity with ISO 9001, ISO 20000, or ISO 27001 standards, depending on service scope. * Experience in data analysis. * Ability to prepare executive reports. * Knowledge of continuous improvement methodologies. * Experience managing vendors. * Ability to interpret contractual agreements and SLAs. Are you looking for a place where your ideas shine? With over 38 years of experience and a global presence, Stefanini transforms tomorrow—together. Here, every action matters, and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive individual, committed to continuous learning, and innovation is in your DNA, then we’re exactly what you’re looking for. Come and let’s build a better future—together!