osbIndia Private Ltd. Looking for Sr. Analyst – IT Service Delivery Quality, Assurance and Compliance at Bengaluru, Karnataka Full Time

The key purpose of this role is to ensure that the IT Service Management process activities and procedures, KPI’s, KRAs, and CSF’s are being assessed and reported as per agreed timelines.

The role involves performance and data analysis followed by team and management level reporting of the metrics and stats.

The person fulfilling this role may need to travel to UK or Internationally as expected by the IT or Business for, and not limited to, reporting automation, supporting process assessment, or continual improvement related activities.

Responsibilities

Service Reporting of IT Service Operations process and its targets such as Incident Management, Request Fulfilment and Event Management etc.

Build IT process and technical documents, scorecard and management packs as per requirements and deadlines

Negotiate requirements and deadlines with stakeholders for delivery of documents

Maintain Service Reporting Tracker. Ensure reports are delivered within deadline and with highest quality standards

Ensure process documents and service reports are audit compliant

Ensure Critical Success Factors(CSF) and Key Performance Indicators (KPI) for Service Operations processes are measured, assessed and reported

Review and resolve reporting issues. Communicate reporting changes

Review key performance indicators and identify improvement activities on Service Reporting and Process compliance

Engage with stakeholders so service reporting run smoothly

Facilitate process reviews and trainings as per the timelines defined

Support Service Level Agreement reviews and changes

Conduct data analysis and produce reports, findings, improvement opportunities on an on-going basis

Support audit requirements and compliance to standards

Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations

Qualification

GSCE/GCE qualifications in both maths and English are essential

Bachelor’s Degree qualification is essential

ITIL V3/V4 certification is essential

ITIL V3 Service Operations and Service Transition or Continual Service Improvement certifications are desirable

Quality & Process related certifications are desirable

Experience Requirements

5 years previous experience in Service Delivery, Service Reporting is essential and Service Level Management is desirable

3 to 5 years previous experience in automation of reporting is essential

3 to 5 years previous experience in Service Now is essential

7 years overall experience in IT is essential

Knowledge Requirements

Excellent knowledge of Service Reporting, Service Level Management & Continual Service Improvement.

Detailed knowledge of the IT Service Operations processes is essential

Detailed knowledge of the ITSM Best practices is essential

Detailed knowledge of the ISO 20K, 27K, 9K is desirable

Basic knowledge of IT Infrastructure technologies used in a banking domain in desirable

Please email [email protected] to apply.