IT Quality Control Specialist

IT Quality Control Specialist

Location:

Quantico, VA | Clearance Level: Secret, Must Have Clearance to Start | Requisition #: 1644

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

The Candidate will provide administrative and analytical support services related to computer networks and/or telecommunications, using Quality Control (QC) processes to review existing performance, recommend process improvements, and identify and reduce disruptions to services.

• Support and document an established Quality Control process using the Deming cycle (PDCA), focusing on identifying root causes or deficiencies in service operations.
• Document specific quality levels to be achieved and how those objectives will be measured based upon established Government service level requirements.
• Collect data from the ITSM system and end users for ITSM processes including Incident Management, Event, Service Request, and Knowledge Management.
• Review and analyze collected data, comparing it to expected quality levels listed in the Surveillance Plan.
• Determine differences between expected and achieved levels, identify root causes, and recommend actions to improve the reviewed process.
• Provide engineering support for scheduled Quality Assurance Reviews to verify service quality meets performance requirements.

• 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.
• Clear speaking voice and ability to respond clearly to questions.
• Aptitude to address negative situations and resolve them positively.
• Proficiency in Knowledge Management tools (e.g., SharePoint) and trouble ticket management tools (e.g., BMC Remedy).

• General office environment; work is mostly sedentary, may require standing and walking up to 10% of the time.
• Contractor site with 0–10% travel possible.
• Possible off‑hours work to support releases and outages.
• Maximum lifting 10 lbs; occasional lift/carry of small articles.
• Occasionally required to stand, walk, sit, talk, hear, use hand and finger dexterity, climb, balance, bend, stoop, kneel, or crawl.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities