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Quality Analyst 1

Location: Bangalore, KA, India -
Job ID: 7119869
Date: July 24, 2017

Job Description

About Role:

In this role, you will be responsible for defining, analyzing and reporting metrics for the IT Operations team of JCPenney, Bangalore. You will also be required to do timely audits in defined intervals to bring about improvements to the current streams.


  • Define, Track and report quality assurance metrics in the areas of IT infrastructure and Operations.
  • Analyze, report and suggest improvement areas on quality assurance metrics in the areas of IT infrastructure and Operations.
  • Review data behavior and patterns, report and review with internal and external stakeholders.
  • Audit Remedy ITSM tickets (Transaction Audits) and report non conformities.
  • Enhance audit process to drive process compliance
  • Identify areas of improvement in ITSM process and update documentation.
  • Train support teams on defined process around the ITSM framework.
  • Training on Remedy tool usage
  • Define Methodology for data collation and publishing dashboards
  • Definition of new processes required to deliver services in IT Operations.
  • Revision of any existing process as per changes in business requirement.
  • Ensure all process documentation is updated with defined frequency to update.
  • Track and ensure all SOPs are updated and revised as per periodicity.
  • Participation in Internal reviews, Operations reviews to discuss performance metrics and analyze pain areas to identify improvements.
  • Drive non conformities to closure.
  • Enhance processes by making it more lean and efficient
  • An eye for identifying automation initiatives.
  • Identify scope of Automation in improving Business Performance and process efficiency and drive projects accordingly
  • Analyze effectiveness of implementation and drive tool utilization to realize operational benefits through Automation
  • Identifying gap in resource strength and working with the reporting manager to find a solution
  • Maintain Skill Matrix of IT ops teams.


Core Competencies, Accomplishments & Requirements:

  • Bachelor's degree in systems engineering, computer science, management information systems, or related field preferred
  • 5-7 years’ of experience in working on quality assurance metrics definitions, tracking and reporting in IT Operations Support.
  • 5-7 years of experience with ITSM Suite 8.1x and higher – Incident Management, Change Management, Problem Management, Asset Management, Knowledge, Service
  • ITIL Foundations Certified
  • Understanding of the 6 Sigma methodology.
  • Ability to handle multiple tasks simultaneously and switch between tasks quickly
  • Ability to work independently and as part of a global team
  • Previous experience working in IT Operations and Support in 6 Sigma\Lean methodology and ISO Environments.

To apply, please share your updated resume at

Job Title: Quality Analyst 1
Location: Bangalore, KA, India -
Job ID: 7119869

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