Posted by: Agile Defense on Feb 19, 2020
Job Title:QA Spec II
Location: Quantico, VA
Clearance Level: Active DoD - Secret
Required Certification(s):Compliant with DoD 8570.01-M IAM level I – CAP, GSLC, Security+CE,ITIL v3 Foundations (required)
**Selected applicantsmay be subject to a government security investigation and must meet eligibility requirements for access to classified information. **
The IT Business Process Quality Control Specialist will be supporting the Government Client at Quantico. The Quality Assurance Specialist provides administrative and analytical support services related to computer networks and/or telecommunications with primary knowledge requirements associated with Quality Assurance. The Quality Assurance Specialist shall use Quality Control processes to review existing performance and recommend process improvements to improve performance metrics. The QA Specialist should properly identify and measure those ITSM Processes implemented by the client.
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 applicable service level requirements.Collect data from the ITSM system and end users for the ITSM processes implemented by USMC. These include but are not limited to Incident Management, Event Management, Change Management, Problem Management and Knowledge Management.Review and analyze collected data comparing it to expected level of quality.Determine the differences between expected and achieved levels of quality, determine their root cause, identify service deficiencies and recommend courses of action that will improve the process being reviewed.Develop and provide leadership with scheduled Quality Assurance Reviews that identify whether service quality is being met IAW performance requirements established.Ensures timely handling of events to maintain targeted service-levelsDrives the efficiency and effectiveness of the Event Management (EM) processEnsures compliance with EM standards and policiesCollaborates with other processes and Regional EM Process ManagersPeriodically reviews significant events and exceptionsQualifications
Education and Certifications:
Compliant with DoD 8570.01-M IAM level I – CAP, GSLC, Security+CEITIL v3 Foundations (required)Background Needed and Years of Experience:
At least three years of demonstrated experience in IT quality assurance and/or managing in an IT service management environment.Additional Skills & Qualifications
Must Have Technical Skills:
Proficiency in Knowledge Management tools (such as SharePoint) and trouble ticket management tools (such as BMC Remedy).Preferred Technical Skills:
Experience with analyzing outputs/results from network management tools (SCOM, HP OpenView) in order to identify trends and provide recommendations to the Client.
Contractor site with 0%-10% travel possible. Possible off-hours work to support releases and outages. 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
Strength Demands: Sedentary – 10 lbs. Maximum lifting, occasional lift/carry of small articles. Some occasional walking or standing may be required. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Stand or SitWalkRepetitive MotionUse Hands / Fingers to Handle or FeelStoop, Kneel, Crouch, or CrawlTalk or HearSeePush or PullClimb (stairs, ladders) or Balance (ascend / descend, work atop, traverse)
Agile Defense is an Information Technology Solutions provider committed to partnering with our customers to deliver the highest level of service to our customers. We provided Information Technology (IT) services to the U.S. Government, including several United States Civil agencies and various branches within the U.S. Department of Defense.
Agile Defense has established a solid reputation of partnering with our customers to deliver innovative IT solutions with our “Listen. Think. Innovate.” philosophy.
At Agile Defense, we know that our employees are our most important asset. We believe in our responsibility to our fellow employees, customers, company, and to our country. We promote teamwork, integrity, and creativity; we expect our fellow employees to also live these values.
Agile Defense, Inc. does not discriminate in practices or employment opportunities on the basis of an individual\u0027s race, color, national or ethnic origin, religion, age, sex, gender, sexual orientation, marital status, veteran status, disability, or any other proscribed category set forth in federal or state regulations.
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