IT Quality Control Specialist

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.