Service Quality & Reporting Analyst

The Service Quality & Reporting Analyst is responsible for monitoring service quality, ensuring accurate performance reporting, and supporting operational governance across ZainTECH's The role ensures that service delivery performance is measured, reported, and evaluated against agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and established quality standards. Working closely with Service Delivery, Customer Success, Service Desk, NOC, and Managed Services Engineering teams, the role produces customer and management performance reports, conducts service quality assessments, and identifies opportunities for operational improvement. The Service Quality & Reporting Analyst also supports audit readiness and compliance by maintaining accurate records, monitoring corrective actions, and ensuring the integrity and consistency of service performance data.

Responsibilities

• SLA and Service Reporting Produce the monthly service report for each managed-services customer from ServiceNow, covering volumes, SLA and OLA performance, top issues, backlog, CSAT and actions
• Produce the monthly management KPI pack and make sure dashboard figures match the detailed reports, getting the pack reviewed and signed off each month
• Track OLAs between Service Desk, NOC and the pods, and flag hand-offs that put customer SLAs at risk
• Calculate SLA performance and any service credits per contract, for review by the Head of Service Delivery and the CSM. Quality Assurance Run weekly ticket quality checks across pods: classification, priority, timestamps, pauses, reopens, priority changes, closure notes and codes
• Check that customer concerns raised outside ServiceNow (email, AM, CSM, service reviews) were logged as cases, and report gaps
• Check that the CSM governance tracker matches the reviews actually held, the minutes shared and the escalations raised
• Review every Poor CSAT response with the responsible team and track the corrective action to closure
• Feed recurring quality issues to the ITSM Process Owner and Engineering & Automation as ServiceNow fixes
• Evidence and Audit Keep the evidence repository for internal audit and ISO 20000 / 27001: reports, sign-offs, quality checks and corrective actions
• Track internal audit ZTG-02/26 actions on SLA reporting and process quality to closure
• Desired Candidate Profile 5 7 years of experience in IT Service Management (ITSM), service quality assurance, service reporting, or service management within a Managed Services or IT outsourcing environment
• Proven experience producing SLA, OLA, and KPI reports for enterprise customers using ITSM platforms
• Hands-on experience with ServiceNow reporting, including SLA definitions, reports, and dashboards
• Strong proficiency in Microsoft Power BI, including data modelling, dashboard development, and performance reporting
• Advanced Microsoft Excel skills, including pivot tables, Power Query, and data analysis
• Strong understanding of ITIL processes, including incident, problem, change, and service level management
• Experience supporting internal or external audits and maintaining compliance documentation
• Familiarity with ServiceNow Performance Analytics, SQL, and ISO 20000/27001 standards is an advantage
• Strong analytical skills, attention to detail, and the ability to translate operational data into clear, actionable insights
• Fluency in English and Arabic is mandatory
• Bachelor's degree in Information Technology, Business Administration, Engineering, or a related discipline
• Required certifications: ITIL 4 Foundation certification is mandatory
• Preferred certifications: Microsoft Power BI Data Analyst (PL-300)