DescriptionWe are currently seeking a motivated, career and customer-oriented IT Quality Lead to join our team to begin an exciting and challenging career with SAIC.
Summary: Responsible for IT quality assurance and quality control across Service Desk, Deskside Support, Field Services, Engineering and Operations service areas. Able to quickly assess data and information, review trends, validate accuracy, and translate the information in a way that customers and clients can understand. The IT Quality Lead also has the responsibility of organizing a team of resources who support SLA, continual service improvement, documentation and process quality audits, deliverable submission, and data analysis and reporting activities.
Duties: Responsible for performing and overseeing IT quality assurance and control. Establishes and maintains a process for evaluating program data, metrics, project deliverables and associated documentation, determines necessary resources for quality control. Provides oversight on SLA process development and verification. Ensures improvement plans are identified and implemented to resolve performance and SLA issues.
QualificationsEducation and Training Requirements: Must have at least 9 years of experience in quality assurance and quality control of IT services and a Bachelor's Degree or equivalent. Must have experience with ISO, Six Sigma, CMMI or other quality management standard. ITIL Foundations or above certificate preferred. Must be fully aware of IT project lifecycle and familiarity with agile methods. Must have experience pulling, analyzing and reporting data from IT Service Management and Event Monitoring tools.
Knowledge and Skills Requirements: Highly motivated, self-directed and responsible leader. Effective communicator and relationship builder. Ability to ascertain information about current organizational processes and how to go about organizing and improving IT Service Management practices. Identify concept solutions and work with cross-functional resources to analyze program information, quality check artifacts, and deliver upon agreed to client requirements on time. Ability to understand technical conversations, ask appropriate questions to uncover gaps and bottlenecks, and lay out logical ordering of steps to achieve smooth resolution or closure of continual service improvement initiatives or corrective actions. Ability to document and/or quality check operational processes, procedures, knowledge, and client deliverables.
US Citizen or Green Card Holder. Ability to attain a Public Trust clearance. Position may be open to remote location and telework flexibility.
Apply on company website