QA Specialist – Service Management Quality

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Assist in the development, execution, maintenance, and quality assurance of the Information Technology Service Management Plan.

• Evaluate the effectiveness and consistency of the Service Management System, which includes policies, processes, roles, responsibilities, technologies, and controls.

• Ensure that ITSM processes are documented, repeatable, measurable, and consistently adhered to.

• Perform process audits and quality reviews to ensure compliance with approved plans, standard operating procedures, knowledge articles, and workflow requirements.

• Validate performance in relation to SLAs, SLOs, KPIs, operating-level expectations, and quality thresholds.

• Analyze service performance data, trends, exceptions, recurring failures, and systemic process gaps.

• Review Daily System Status Reports for accuracy, completeness, consistency, and timely communication.

• Confirm that activities, outages, maintenance events, and other conditions impacting users are reported appropriately.

• Evaluate service management processes across service strategy, design, transition, operations, and continual improvement.

• Assess processes related to service portfolio, catalog, service-level, availability, capacity, continuity, information security, change, release, deployment, knowledge, incident, request, problem, event, and access management.

• Identify nonconformities, control weaknesses, process deviations, documentation gaps, reporting deficiencies, and opportunities for improvement.

• Document quality findings, evidence, root causes, risks, impacts, recommended actions, owners, and target completion dates.

• Track corrective and preventive actions from implementation to validation and closure.

• Ensure that corrective actions address root causes and decrease the likelihood of recurrence.

• Support root-cause analyses, lessons-learned activities, and continual improvement planning.

• Generate quality metrics, audit results, trend analyses, and improvement recommendations for program leadership.

• Provide service quality information for Monthly Status Reports, project status meetings, Program Management Reviews, and Government briefings.

• Coordinate quality reviews with service owners, process owners, technical leads, the Quality Manager, ITSM leadership, and Government stakeholders.

• Facilitate the adoption and maturation of ITIL Version 5 concepts and practices.

• Maintain audit records, review evidence, findings, corrective-action records, performance analyses, lessons learned, and audit trails.

• Safeguard sensitive Government, program, operational, performance, and personnel information.

⛳️ Requirements

• Active Secret clearance or higher.

• Bachelor’s degree in Information Technology, Information Systems, Business, Quality Management, or a related field.

• At least 6 years of relevant professional experience.

• Current ITIL Foundation certification or a higher level.

• Experience in IT service management quality, process assurance, service delivery, software quality assurance, process auditing, or a related discipline.

• Experience supporting Department of Defense, federal civilian, or other Government programs.

• Experience in developing, implementing, maintaining, or assessing an ITSM Plan or Service Management System.

• Experience auditing ITSM processes for adherence to policies, procedures, roles, controls, and documentation requirements.

• Experience in defining, monitoring, analyzing, or reporting SLAs, SLOs, key performance indicators, and service quality metrics.

• Experience analyzing service performance trends and identifying systemic process or control gaps.

• Experience managing audit findings, Corrective Action Requests, Preventive Action Requests, or similar remediation activities.

• Experience conducting root-cause analyses and validating the effectiveness of corrective actions.

• Experience with incident, problem, change, release, deployment, event, request, access, knowledge, configuration, availability, capacity, continuity, service level, or service catalog management.

• Experience reviewing daily operational reports, outage data, availability metrics, maintenance activities, and events affecting service delivery.

• Experience supporting continual improvement initiatives and ITSM maturity assessments.

• Familiarity with ITIL Version 5 concepts, including digital product and service management, lifecycle activities, value streams, performance management, and continual improvement.

• Experience with ServiceNow, Jira Service Management, BMC Helix, Power BI, SharePoint, or comparable ITSM, reporting, and collaboration platforms.

• Experience developing process maps, audit checklists, control matrices, quality dashboards, trend reports, and executive briefings.

• Familiarity with Agile, Scrum, DevSecOps, site reliability engineering, or hybrid service delivery environments.

• Strong analytical, auditing, problem-solving, and process improvement skills.

• Excellent written, verbal, facilitation, and stakeholder communication abilities.

• Strong organizational, documentation, and time management skills.

• High attention to detail and a commitment to objective, evidence-based quality assessments.

• Ability to interpret service management requirements and convert them into measurable quality criteria.

• Ability to manage multiple audits, findings, corrective actions, reporting cycles, and deadlines.

• Ability to work independently while maintaining impartiality, accountability, discretion, and consistent follow-through.

🏝️ Benefits

• Regular full-time employment.

• Remote work arrangement.

• Preference is given to candidates located in or near Chicago.

• Opportunity to support USMEPCOM ENLIST and participate in a competitive government contract bid.

• Equal employment opportunity and affirmative action protections.