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Cincinnati, Ohio, United States
Hybrid
Not Available
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The Senior IT Service Quality Analyst is responsible for driving service quality, process governance, continual service improvement, and operational excellence across IT Services. This role serves as a key steward of ITIL practices, ensuring the effectiveness, consistency, and maturity of core ITSM processes including Incident, Problem, Change, Knowledge, Configuration Management (CMDB), and Data Certification.
The analyst partners with Service Desk, End User Computing (EUC), Infrastructure, Applications, Security, and business stakeholders to establish meaningful service metrics, identify improvement opportunities, enhance customer experience, and ensure IT services are delivered in alignment with organizational objectives and industry best practices.
This position plays a critical role in measuring service performance, facilitating continuous improvement initiatives, promoting knowledge sharing and knowledge transfer, improving process compliance, and maintaining governance over IT service data.
Key Accountabilities/Deliverables:
Service Quality Management
Establish, monitor, and report on IT service quality metrics, KPIs, SLAs, OLAs, and customer experience indicators.
Analyze operational data to identify service trends, performance gaps, root causes, and improvement opportunities.
Develop executive and operational dashboards to communicate service health and performance.
Support service reviews with IT leadership and operational teams.
Continual Service Improvement (CSI)
Facilitate continual improvement initiatives across Service Desk, EUC, and broader IT organizations.
Identify opportunities to improve service efficiency, effectiveness, customer satisfaction, and process maturity.
Maintain and track service improvement plans, actions, outcomes, and realized benefits.
Promote a data-driven culture focused on operational excellence and continuous improvement.
Incident Management
Evaluate Incident Management process effectiveness and adherence to ITIL best practices.
Analyze incident trends, recurring issues, escalations, and service impacts.
Identify opportunities to reduce incident volume, improve response times, and increase first-contact resolution.
Support major incident reviews and post-incident improvement activities.
Problem Management
Facilitate proactive and reactive Problem Management activities.
Track root cause analyses, known errors, and corrective actions.
Identify recurring incident patterns and opportunities for structural resolution.
Measure and report on problem elimination effectiveness and reduction of repeat incidents.
Change Enablement (Change Management)
Monitor change process compliance and effectiveness.
Analyze change success rates, failed changes, emergency changes, and associated service impacts.
Recommend process improvements to reduce risk and improve service stability.
Support governance activities for Change Advisory Boards (CABs).
Knowledge Management & Knowledge Transfer
Govern Knowledge Management processes and standards.
Drive creation, maintenance, review, and lifecycle management of knowledge articles.
Measure adoption and effectiveness of self-service and knowledge utilization.
Facilitate structured knowledge transfer activities between teams, vendors, and operational support groups.
Promote a knowledge-centered support culture.
Configuration Management (CMDB) Ownership
Serve as a steward for CMDB governance, integrity, and process compliance.
Define and maintain configuration management policies, standards, and procedures.
Monitor CMDB accuracy, completeness, relationship mapping, and audit readiness.
Partner with IT teams to improve configuration item (CI) lifecycle management and data quality.
Data Certification & IT Governance
Manage data certification and validation activities related to IT service management processes.
Support audit, compliance, and governance initiatives.
Ensure adherence to established data quality standards and process controls.
Service Asset & Software Management Support
Collaborate with Asset and Software Management functions to improve operational visibility and data accuracy.
Support governance activities involving hardware assets, software licensing, and configuration data.
Ensure alignment between CMDB, asset repositories, and service management records.
Reporting & Analytics
Develop and maintain operational and executive-level reporting.
Provide actionable insights through trend analysis, KPI reviews, and performance assessments.
Use data to support decision-making and process improvement initiatives.
Establish measurement frameworks that demonstrate business value and process maturity.
Technical Knowledge and Understanding:
Required Knowledge
Strong understanding of ITIL principles and IT Service Management best practices.
Deep knowledge of:
Incident Management
Problem Management
Change Enablement (Change Management)
Knowledge Management
Configuration Management (CMDB)
Continual Service Improvement (CSI)
Service Level Management
Understanding of service quality frameworks, KPI development, and operational analytics.
Knowledge of governance, audit controls, and data quality management.
Knowledge of customer experience and service performance measurement.
Technical Skills
Experience administering, configuring, or reporting from ITSM platforms such as:
Jira Service Management
ServiceNow
BMC Remedy
Similar enterprise ITSM tools
Experience creating dashboards, reports, and service performance analytics.
Advanced proficiency with:
Jira/JQL
Excel
Power BI
Reporting and visualization tools
Understanding of CMDB architecture, CI relationships, and data governance principles.
Familiarity with IT Asset Management (ITAM) and Software Asset Management (SAM) practices.
Certifications
Preferred certifications include:
ITIL® 4 Foundation (Required)
ITIL® 4 Specialist certifications (Preferred)
ITIL® 4 Managing Professional (Preferred)
Certified Jira Administrator or Jira Service Management certifications (Preferred)
HDI Support Center certifications (Preferred)
Lean Six Sigma Green Belt or equivalent process improvement certification (Preferred)
Experience:
Required Experience
Bachelor degree in Computer Science or related field, or equivalent work experience.
2+ years of experience in IT Service Management, Service Quality, IT Operations, or Continual Improvement roles.
Experience supporting Service Desk, End User Computing (EUC), or enterprise IT operational teams.
Experience implementing or improving ITIL-based processes within medium to large organizations.
Experience conducting service reviews, quality assessments, and operational performance analysis.
Experience developing KPI frameworks, dashboards, scorecards, and executive reporting.
Experience facilitating process improvement initiatives and driving measurable business outcomes.
Preferred Experience
Experience serving as a process owner or process analyst for Incident, Problem, Change, Knowledge, or Configuration Management.
Experience working in highly regulated or compliance-driven environments.
Experience with CMDB governance, service mapping, and data certification programs.
Experience supporting IT Asset Management and Software Asset Management functions.
Experience participating in audits and compliance reviews.
Experience using Jira Service Management in a mature ITSM environment.
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At Core Specialty, you will receive a competitive salary and opportunities for professional development and advancement. We offer medical, dental, vision, and life insurances; short and long-term disability; a Company-match of 100% of a 6% contribution 401(k) plan; an Employee Assistance Plan; Health Savings Account, Flexible Spending Account, Health Reimbursement Account, and a wellness program