Role Overview
As a Junior Quality Service Analyst, you will be part of Stefanini, a integral company with over 30,000 employees. You will be responsible for reviewing tickets, reports, and records related to service delivery, and ensuring that quality standards are met. You will work in Lima, Peru, and will be required to work in-person.
What You Will Do
- Review tickets and reports, requesting additional information from internal teams and suppliers
- Observe tickets that do not meet quality standards, and request corrective or preventive actions
- Assign quality observations to responsible personnel, requesting evidence to support closures or exclusions
- Escalate critical non-compliances to the Service Lead or Service Delivery Manager

Why It Might Be a Fit
To be successful in this role, you will need to have knowledge of ITIL 4, experience in IT Service Management, and intermediate or advanced management of ITSM tools such as ServiceNow or Jira Service Management. You will also need to have experience in indicator analysis,



knowledge of auditing and internal control, and experience in data analysis.
Requirements
- Knowledge of ITIL 4
- Experience in IT Service Management
- Knowledge of Incident, Request, Problem, Change, and Service Level processes
- Intermediate or advanced management of ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy, ManageEngine, Freshservice, EasyVista, or SysAid
- Intermediate or advanced management of Excel
- Knowledge of Power BI or reporting tools
- Experience in indicator analysis
- Knowledge of auditing and internal control
- Knowledge of ISO 9001, ISO 20000, or ISO 27001 standards, depending on the service scope
- Experience in data analysis
- Ability to prepare executive reports
- Knowledge of continuous improvement methodologies
- Experience managing suppliers
- Ability to interpret contractual agreements and SLAs

📌 Junior Quality Service Analyst (Lima)
🏢 STEFANINI LATAM
📍 Lima