Process Analyst
5 days ago
**Job Details**:
- Full Time
- SHAH ALAM
- TECHNOLOGY
- DIPLOMA OR BACHELOR'S DEGREE IN IT, BUSINESS ADMINISTRATION, OR RELATED FIELD
**About the role?**:
Join our team as a Process Analyst to ensure compliance and optimize our processes.
**Key Responsibilities**:
Perform regular audits of service desk and IT support tickets to verify compliance with SLA targets-
Monitor ticket handling activities such as categorization, prioritization, escalation, resolution, and closure for accuracy and completeness-
Validate that tickets are handled according to internal policies, SOPs, and ITIL best practices-
Identify and document recurring gaps or trends in SLA breaches and ticket quality-
Collaborate with service owners, team leads, and support agents to improve ticket handling and SLA adherence-
Generate and present audit reports with findings, trends, and recommended corrective actions to relevant stakeholders-
Support continuous improvement initiatives by proposing process enhancements-
Maintain audit checklists, scoring matrices, and reporting templates-
Provide feedback to relevant teams for training and performance improvement-
Ensure proper documentation and traceability for audit trails and findings**Requirements**:
- Diploma or Bachelor's degree in IT, Business Administration, or related field
- 3+ years of experience in IT service desk, service delivery, quality assurance, or related audit roles
- Strong knowledge of SLA frameworks, ticket lifecycle, and ITSM tools (e.g., ServiceNow, Jira, Freshservice)
- Familiarity with ITIL practices and incident/change/problem management processes
- Attention to detail, with strong analytical and documentation skills
- Proficient in using Excel, reporting dashboards, and basic data analysis tools
- Communication skills for reporting and stakeholder engagement
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