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 ReportingProduce the monthly service report for each managed-services customer from ServiceNow, covering volumes, SLA and OLA performance, top issues, backlog, CSAT and actionsProduce the monthly management KPI pack and make sure dashboard figures match the detailed reports, getting the pack reviewed and signed off each monthTrack OLAs between Service Desk, NOC and the pods, and flag hand-offs that put customer SLAs at riskCalculate SLA performance and any service credits per contract, for review by the Head of Service Delivery and the CSMQuality AssuranceRun weekly ticket quality checks across pods: classification, priority, timestamps, pauses, reopens, priority changes, closure notes and codesCheck that customer concerns raised outside ServiceNow (email, AM, CSM, service reviews) were logged as cases, and report gapsCheck that the CSM governance tracker matches the reviews actually held, the minutes shared and the escalations raisedReview every Poor CSAT response with the responsible team and track the corrective action to closureFeed recurring quality issues to the ITSM Process Owner and Engineering & Automation as ServiceNow fixesEvidence and AuditKeep the evidence repository for internal audit and ISO 20000 / 27001: reports, sign-offs, quality checks and corrective actionsTrack internal audit ZTG-02/26 actions on SLA reporting and process quality to closureOur Culture & Code of Conduct:At ZainTECH, we take pride in a culture built on collaboration, innovation, and uncompromising integrity. We are looking for individuals who share these values and are committed to customer-centricity and ethical excellence. All employees are expected to uphold our Code of Conduct, which serves as a guiding framework for responsible behavior across everything we do — from how we work with each other to how we engage with clients and partners globally.Requirements5-7 years of experience in IT Service Management (ITSM), service quality assurance, service reporting, or service management within a Managed Services or IT outsourcing environmentProven experience producing SLA, OLA, and KPI reports for enterprise customers using ITSM platformsHands-on experience with ServiceNow reporting, including SLA definitions, reports, and dashboardsStrong proficiency in Microsoft Power BI, including data modelling, dashboard development, and performance reportingAdvanced Microsoft Excel skills, including pivot tables, Power Query, and data analysisStrong understanding of ITIL processes, including incident, problem, change, and service level managementExperience supporting internal or external audits and maintaining compliance documentationFamiliarity with ServiceNow Performance Analytics, SQL, and ISO 20000/27001 standards is an advantageStrong analytical skills, attention to detail, and the ability to translate operational data into clear, actionable insightsFluency in English and Arabic is mandatoryBachelor's degree in Information Technology, Business Administration, Engineering, or a related disciplineRequired certifications: ITIL 4 Foundation certification is mandatoryPreferred certifications: Microsoft Power BI Data Analyst (PL-300)