Job Details

ID #45374690
State Virginia
City Sterling
Job type Contract
Salary USD TBD TBD
Source Knowledge Management, Inc
Showed 2022-09-02
Date 2022-09-01
Deadline 2022-10-31
Category Et cetera
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Quality Assurance Analyst - Service Center

Virginia, Sterling, 20163 Sterling USA

Vacancy expired!

Knowledge Management, Inc. (KMI) is a Small Disadvantaged Business (SDB) providing Information Technology, Cyber Security, Data Analytics and Professional services to the Federal markets. Since 1998, our solutions and services have improved our client's performance and operational effectiveness, while reducing costs and mapping technology needs for tomorrow's requirements.

Title: Quality Assurance Analyst - Service Center

Locations: Sterling, VA (onsite)

# of open positions: 1

Shift: 1st Shift

Required clearance: Active Secret

Contract duration: Multi-year contract

Degree/years of experience required : Bachelor's degree and 2-4 years' experience or MS degree with 0-2 years' experience or high school diploma/equivalent and minimum 6 years' experience.

Certifications: ITILv3 or ITILv4 Foundation Certification or higher required.

Knowledge Management Inc. (KMI) is seeking a Quality Assurance Analyst to join our team of qualified and diverse individuals. The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). This initiative is intended to provide IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.

The ideal candidate will be responsible for performing quality reviews and recording findings from analyst documentation of call, email and web support. Drafting and presenting reports that demonstrate current state and thorough analysis of quality metrics. Recommend options for improvement and execute action plans to address findings. Collaborate with all tiers of support to maintain a high level of customer satisfaction and continually improve the quality of service throughout the service life cycle. The goal of this role is to ensure customer satisfaction by supporting the service desk in meeting quality performance objectives and stringent quality standards within the Tier I, Tier II and Tier III Incident Management Lifecycle.
  • Conduct quality assessments of incident and service request tickets.
  • Log findings from quality reviews of critical, high and moderate tickets. • Perform reporting and analysis of customer satisfaction through survey feedback for leadership and customer review.
  • Develop subject matter expertise as a member of the quality team. • Conduct quality reviews of service desk-related standard operating procedures, knowledge base articles and other materials for effectiveness, and takes prompt action to address knowledge design issues, as necessary.
  • Adhere to standard practices as documented, presenting ideas for improvement where a benefit exists.
  • Log and track action items as assigned or as needed to support completion or resolution and report accomplishments.
  • Perform and utilize gap analysis, root cause analysis and other quality management techniques to diagnose issues and events that impact SLA events and service delivery.
  • Provide support to other operations team members, such as network services, engineering, system operations, and/or applications teams to facilitate the adherence to quality standards for ticket logging across the escalation/resolution path.
  • Collaborate with service desk leaders, tier 2 and tier 3 teams, operations team members, SD analysts and trainers, knowledge and quality analysts to perform analysis, uncover opportunities for improvement, and provide support.
  • Support implementation of formal quality scorecard with the SD leads to ensure uniform application of quality reviews for performance management and provide consistency in quality reporting for feedback to analysts on the team. • Schedule and lead service desk quality review calibration sessions with leadership and client to highlight trends and discuss corrective action approaches.
  • Learn standard practices in other areas, such as: training and technical documentation, service desk support to provide backup coverage and strengthen the team in times of high frequency.
  • Ability to complete the tasks with minimal supervision.

Basic Qualifications:

US Citizenship and an active SECRET Government Security Clearance.

Bachelor's degree and 2-4 years' experience or MS degree with 0-2 years' experience or high school diploma/equivalent and minimum 6 years' experience.

1 year of help desk/contact center/service desk experience with quality monitoring. Demonstrated attention to detail in daily activities and reporting.

Demonstrated ability to identify and communicate quality deficiencies in formal and informal business settings. Demonstrated experience and confidence presenting information in meetings with client and various levels of executive leadership. Ability to work in a high-performance environment with stringent government performance expectations.

Willingness to go above and beyond to get the job done. Highly dependable with a proactive and team-oriented work posture. Previous experience using ServiceNow highly desirable. Experience working in government IT environments preferred. ITILv3 or ITILv4 Foundation Certification or higher required.

Preferred Industry Certifications:

Industry Quality Certification or equivalent work experience desired.

Proficient in Microsoft Excel, Word, PowerPoint (intermediate level or above).

Familiarity or experience with MS Teams (basic working knowledge) for communicating with teams, client and observing/data gathering. Familiarity or experience with SharePoint (basic functionality) to support a collaborative work environment and file organization, source and version control.

Equal Employment Opportunity Statement . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

COVID-19 Vaccination Requirement . Subject to applicable law, all prospective hires will be required to provide proof of COVID-19 vaccination (fully vaccinated) as a condition of employment. Reasonable accommodations based on medical proof or religious beliefs will be considered.

E-Verify Statement . Knowledge Management, Inc. participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, KMI is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

Pay Transparency Non-Discrimination Provision. Knowledge Management, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Disability Statement . Knowledge Management aims to be a supportive workplace in all aspects of diversity, including accommodating those with additional needs. If you have a disability and need reasonable accommodation or assistance at any point in the application or onboarding process, please email us at marie@knowledgemanagement.com .

Vacancy expired!

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