Program Quality & Process Analyst

Edgewater Federal Solutions•Lemont, IL

1d•Onsite

About The Position

Edgewater Federal Solutions is seeking a Program Quality & Process Analyst to support a major national laboratory. The Quality & Process Specialist is responsible for executing, maintaining, and enforcing quality standards, documentation practices, and operational processes across the program. This role ensures alignment with contractual requirements, governance standards, and performance expectations through the consistent application of established quality assurance and quality control (QA/QC) practices, process standards, and documentation frameworks. Reporting to the Client Delivery Director, this role works closely with program leadership to support quality oversight, process governance, and continuous improvement initiatives across the program. The position operates cross-functionally with service delivery teams and customer stakeholders to ensure adherence to defined processes and standards, identify gaps, and support the execution and tracking of continuous improvement initiatives. The role is responsible for establishing and enforcing QA/QC standards, conducting service quality reviews, and ensuring all operational processes are documented, standardized, and consistently followed in alignment with contractual requirements. It executes established quality controls, templates, and governance structures, and performs QA/QC activities across deliverables, communications, and operational outputs to ensure consistency, accuracy, and compliance. Responsibilities include documenting, developing, and maintaining Standard Operating Procedures (SOPs) and operational processes; creating and managing detailed process workflow documentation using tools such as Visio or similar platforms; and supporting knowledge management practices, including the creation, review, and maintenance of knowledge articles. The role also ensures consistency in documentation standards, including naming conventions, formatting, and version control across all program artifacts. Additionally, the position supports performance analysis, KPI and service metric tracking, and reporting, and maintains visibility into innovation and continuous improvement efforts by documenting, tracking, and reporting on related activities and outcomes.

Requirements

Bachelor’s degree preferred; equivalent experience accepted.
Minimum of 6 years’ experience (or 2 – 4 with advanced degree).
2–5 years of experience in IT support, service desk, desktop support, business analysis, or process/documentation-focused roles.
Working knowledge of IT support environments (service desk, desktop support, endpoint support) strongly preferred.
Strong writing, editing, and documentation skills with high attention to detail.
Ability to organize information, manage multiple priorities, and follow through independently.
Strong communication skills with the ability to work across technical and non-technical teams.
ServiceNow/Freshworks or similar ITSM platform (preferred)
Visio/Lucidchart
Power BI (preferred)
Microsoft Excel (required; strong proficiency preferred)
Visio (process mapping)
SharePoint / Teams (documentation and collaboration)
Knowledge of Jira and MS Project/ Planner

Nice To Haves

ServiceNow Knowledge/Problem modules
Tableau
SQL basics

Responsibilities

Conduct Quality Assurance and Quality Control (QA/QC) activities, including reviewing and validating program communications, reports, knowledge articles, and deliverables to ensure accuracy, clarity, consistency, and alignment with established standards
Perform service quality reviews and audits (e.g., ticket reviews, deliverable assessments) to ensure adherence to SLAs, SOPs, and contractual requirements
Execute and enforce established quality controls, templates, and governance structures across program deliverables and operational activities
Ensure adherence to defined processes, standards, and quality expectations through ongoing QA reviews, audits, and monitoring activities
Assist in development, documenting, and maintaining Standard Operating Procedures (SOPs), operational processes, and playbooks to ensure accuracy, accessibility, and consistency across service delivery
Create and manage detailed process workflow documentation using tools such as Visio or similar platforms to support standardization, training, and operational consistency
Contribute to the development, review, and maintaining knowledge articles and support knowledge management practices to ensure usability, accuracy, and alignment with service delivery processes
Establish and enforce documentation standards, including naming conventions, formatting, version control, and consistency across all program artifacts
Assist in the documentation, standardization, and maintenance of end-to-end operational processes across service areas (Service Desk, Desktop, Endpoint, Asset, AV/VTC, Cyber Support, Incident, Change, Problem, etc.)
Collaborate with service delivery teams and functional leads to ensure process adherence, validate workflows, and identify gaps and opportunities for improvement
Document and track service improvement and innovation initiatives, including maintaining visibility into actions, progress, and outcomes
Maintain and track the service improvement backlog, ensuring items are documented, prioritized, and followed through to completion
Support onboarding and transition activities by ensuring process documentation, SOPs, workflows, and quality controls are established and maintained
Capture, structure, and maintain meeting notes, including decisions, action items, risks, and follow-ups, ensuring alignment and accountability across stakeholders
Support the preparation of recurring and ad hoc reports, dashboards, and summaries for leadership, ensuring accuracy, clarity, and alignment with program objectives
Support KPI and service metric tracking, reporting, and performance analysis in collaboration with program leadership and service management
Support analysis of ticket trends, service metrics, and customer feedback in collaboration with the Service Manager to contribute to data-driven insights and recommendations, as needed
Support onboarding and ongoing training efforts by ensuring SOPs, process workflows, and knowledge materials are clear, accessible, and aligned to service delivery practices; assist in reinforcing process understanding and adoption across teams
Perform other duties as assigned to support program operations, reporting, and continuous improvement initiatives