IT Service Quality Analyst

nashville, Tennessee

A health services organization is seeking an IT Service Quality Analyst to join their team in Nashville, TN.


  • Create unified metrics baseline from ITSM and Operations activities
  • Deliver relevant ongoing communications and metric scorecards to respective IT groups, Senior IT leadership, and business partners
  • Analyze global metrics related to PM for specific anomalies and make recommendations for adjustment
  • Coordinate KPI creation for meeting ITSM and Operations; Regularly report on those KPIs across groups and upward to senior leadership
  • Work with IT counterparts to understand where to leverage existing data/metrics
  • Validate data integrity in data and reporting systems while supporting established quality standards, performing quality analyses, and inspections
  • Consider incident metrics for areas of improvement
  • Analyze support incident metric performance and how to improve for better customer experience - FTRR, MTRR, excessive reassignment, aged ticket follow-up, ticket closure follow-up
  • Find opportunities to leverage technical support scripts for faster first-time resolution
  • Analyze problem metrics for areas of improvement
  • Periodic review of Problem Tasks to ensure forward progress is being made
  • Analyze change metrics for areas of improvement
  • Identify change patterns for potential removal


  • A Bachelor’s degree in relevant technical field
  • Experience with ITIL or similar IT Operations framework, e.g. COBIT, MOF
  • Possess a process-oriented mindset and able to adapt quickly
  • Creative problem-solving skills
  • Able to train IT staff on processes and create training material and schedules to support it
  • Knowledge of basic IT system architecture and how apps, servers, databases work together
  • Experience in metrics/scorecard planning, implementation, and presentation
  • Experience with SQL and Tableau
  • Audience analysis techniques
  • Experience with MS Excel
  • Experience in SharePoint is beneficial

Job keywords:

Files must be less than 2 MB.
Allowed file types: doc docx pdf.

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