IT Quality Control Specialist

Job Description

The Candidate shall provide administrative and analytical support services related to computer networks and/or telecommunications associated with Quality Assurance (QA) to improve service quality and prevent disruptions. The Candidate will use Quality Control (QC) processes to review existing performance and recommend process improvements to improve performance metrics, and to identify and reduce disruptions to services. The success of the Candidate in this area is dependent on the ability to properly identify and measure those ITSM Processes implemented across the Clients’ Enterprise Network by the Client.
 
Duties
• Support and document an established Quality Control process using the Deming cycle, i.e., the Plan, Do, Check, Act (PDCA).  This process should focus on identifying root causes or deficiencies in service operations.
• Document specific levels of quality that need to be achieved and how those objectives will be measured based upon the established Government applicable service level requirements.
• Collect data from the ITSM system and end users for the ITSM processes including, but are not limited to, Incident Management, Event, Service Request, and Knowledge Management.
• Review and analyze collected data comparing it to expected level of quality listed in the Surveillance Plan.
• Determine the differences between expected and achieved levels of quality, determine the root cause of the discrepancy/ deficiency, identify service deficiencies and recommend courses of action that will improve the process being reviewed.
• Provide engineering support for scheduled Quality Assurance Reviews that identify whether service quality is being met IAW performance requirements established in the Surveillance Plan.

Education and Background

• DoD 8570 IAM I Level Certification Required (CAP, CND, Cloud+, GSLC, Security+CE, or HCISPP
• ITIL v3 Foundations or higher

Years of Experience

At least three years of demonstrated experience in IT quality assurance and/or managing in an IT service management environment.

Required Skills

• At least three years of demonstrated experience in IT quality assurance and/or managing in an IT service management environment
• Good communication and interpersonal skills
• Ability to follow policies and procedures
• Ability to communicate in a clear speaking voice as well as the ability to respond clearly to questions
• Aptitude to address negative situations, and resolve them in a positive manner

Preferred Skills

• Proficiency in Knowledge Management tools (such as SharePoint) and trouble ticket management tools (such as BMC Remedy).

Working Conditions

• General office environment.  Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time.  The working environment is generally favorable.  Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc.  Work is generally performed within an office environment, with standard office equipment available.
• Contractor site with 0-10% travel possible
• Possible off-hours work to support releases and outages
• 10 lbs. maximum lifting, occasional lift/carry of small articles
• Occasionally required to stand; frequently required to walk and sit
• Continually required to utilize hand and finger dexterity
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Continually required to talk or hear
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard

• Happy - Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.
• Helpful - Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.
• Honest - Be Trustworthy. Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.
• Humble - Be Grounded. Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.
• Hungry - Be Eager. Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.
• Hustle - Be Driven. Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.