HTC Global Services · 2 days ago
IT Operations Quality Analyst (ITIL)
United States
Full-time
Remote
Mid, Senior Level
4+ years expHTC Global Services is seeking an IT Operations Quality Analyst to enhance service quality governance and compliance in an ITSM environment. The role involves performing ticket audits, supporting RCA and CAPA processes, and producing KPI reports to improve operational performance.
Information TechnologyInsuranceSoftware
Responsibilities
Support quality governance activities across Incident, Change, Problem, Request, and Knowledge Management, including SLA/OLA adherence
Execute quality reviews using defined checklists, standards, and measurement models
Participate in monthly/quarterly compliance reviews with delivery and leadership teams and help document outcomes and follow-ups
Conduct structured quality audits focused on operational excellence, including: Ticket accuracy & categorization, RCA depth and adequacy, SOP deviation analysis, Change risk assessments, Knowledge article quality
Validate operational documentation against defined standards, policies, and best practices
Perform trend analysis to identify recurring quality gaps across teams and processes
Support RCA workshops and track Corrective & Preventive Actions (CAPA) to completion
Track and help verify CAPA effectiveness using measurable KPIs
Collaborate with process owners to improve SOPs, workflows, templates, and governance checklists
Support standardization of best practices across delivery units to improve operational maturity and quality KPIs
Track and report quality KPIs such as: FCR% (First Contact Resolution), RCA adherence, Ticket re-open ratio, SLA/OLA breach analytics, Change failure rate
Create and maintain quality scorecards, Power BI dashboards, and governance reports
Support audit readiness activities (e.g., ISO 20000/27001, internal compliance, customer audits) by helping compile: evidence packages, audit responses, deviation reports, closure actions
Coach operational teams on audit readiness expectations and documentation needs
Partner with Service Delivery Managers, Process Owners, PMO, and Quality/Service Management teams to improve operational discipline
Participate in Quality Review Meetings and help summarize findings and actions for leadership/client reporting
Contribute to knowledge repositories, best-practice guides, and training materials
Support onboarding of new quality team members and process owners
Qualification
Required
Working knowledge of ITIL / ITSM processes: Incident, Change, Problem, Request, Knowledge, SLA/OLA governance
Experience with ticket audits, SOP compliance checks, RCA validation support, and operational quality assessments
Strong skills in Excel and PowerPoint; experience with Power BI and dashboard/report creation
Experience with ITSM platforms such as ServiceNow, BMC Remedy, or Freshservice
Strong analytical reporting, process mapping, and documentation skills
Familiarity with CAPA models and quality frameworks
4–7 years in ITSM operations, service management, or operational quality/compliance
Experience supporting quality governance, audits, reporting, and process compliance in IT service delivery environments
Strong attention to detail with analytical and structured problem-solving
Clear written and verbal communication for reporting to stakeholders
High ownership and ability to work independently while coordinating across teams
Collaborative and proactive with a continuous improvement mindset
Preferred
ITIL v3/v4 Foundation (strongly preferred)
Lean Six Sigma Green Belt (preferred)
ISO 20000/27001 internal auditor certification (desirable)
COBIT/ITSM specialization certifications (optional)
Company
HTC Global Services
HTC Global Services Inc., is a global provider of Information Technology and Business Process Services and Solutions.
10001+ employees
H1B Sponsorship
HTC Global Services has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (361)
2024 (367)
2023 (440)
2022 (314)
2021 (227)
2020 (438)
Funding
Current Stage
Late StageTotal Funding
$1.2MKey Investors
Michigan Economic Development Corporation
2024-12-10Grant· $1.2M
Leadership Team
Gunasekaran Nadar
CHIEF FINANCIAL OFFICER
Girish Arora
Vice President, Financial Services and Insurance
Recent News
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