QA Specialist – Service Management Quality (Journeyman)

DecisionPoint | Cortek•Chicago, IL

6d•Remote

About The Position

DecisionPoint seeks a Journeyman QA Specialist to provide service-management quality assurance for the USMEPCOM ENLIST program. The role supports the Information Technology Service Management Plan and Service Management System by validating process implementation, adherence to standard operating procedures, SLA/SLO performance, service quality, operational reporting, and continual-improvement activities. The specialist will conduct process audits, analyze performance trends, identify systemic service-management gaps, and verify corrective actions. They will work with service owners, process owners, technical teams, program leadership, and Government stakeholders to strengthen service quality and support progression toward ITIL Version 5 practices. The position is remote, with preference for candidates located in or near Chicago. By applying, candidates acknowledge and consent to having their resume included in an active competitive government contract bid.

Requirements

Active Secret clearance or higher.
Bachelor’s degree in Information Technology, Information Systems, Business, Quality Management, or a related field.
Minimum of 6 years of relevant professional experience.
Current ITIL Foundation certification or higher.
Strong analytical, auditing, problem-solving, and process-improvement abilities.
Excellent written, verbal, facilitation, and stakeholder-communication skills.
Strong organizational, documentation, and time-management capabilities.
High attention to detail and commitment to objective, evidence-based quality assessments.
Ability to interpret service-management requirements and translate 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.

Nice To Haves

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 developing, implementing, maintaining, or assessing an ITSM Plan or Service Management System.
Experience auditing ITSM processes for compliance with policies, procedures, roles, controls, and documentation requirements.
Experience 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 comparable remediation activities.
Experience conducting root-cause analyses and validating corrective-action effectiveness.
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.
Knowledge of ITIL Version 5 concepts, including digital product and service management, lifecycle activities, value streams, performance management, and continual improvement.
ITIL Version 5 Foundation, ITIL Service, ITIL Practice Manager, ISO/IEC 20000, Lean Six Sigma, CSQA, or a comparable service-management or quality certification.
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.

Responsibilities

Support development, implementation, maintenance, and quality assurance of the program Information Technology Service Management Plan.
Assess the effectiveness and consistency of the Service Management System, including its policies, processes, roles, responsibilities, technologies, and controls.
Verify that ITSM processes are documented, repeatable, measurable, and consistently followed across program tasks.
Conduct process audits and quality reviews for compliance with approved plans, standard operating procedures, knowledge articles, and workflow requirements.
Validate performance against SLAs, SLOs, key performance indicators, 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 of system performance and operational events.
Verify appropriate reporting of current and upcoming activities, outages, maintenance events, and other conditions that may affect users.
Review service-management processes covering service strategy, service design, service transition, service operations, and continual improvement.
Assess service portfolio, service catalog, service level, availability, capacity, continuity, information-security, change, release, deployment, knowledge, incident, request, problem, event, and access-management processes.
Evaluate whether service-management workflows support efficient and effective service delivery to end users.
Identify nonconformities, control weaknesses, process deviations, documentation gaps, reporting deficiencies, and improvement opportunities.
Document quality findings, supporting evidence, root causes, risks, impacts, recommended actions, responsible owners, and target completion dates.
Track corrective and preventive actions through implementation, validation, and closure.
Verify that corrective actions address root causes and reduce the likelihood of recurrence.
Support root-cause analyses, lessons-learned activities, and continual-improvement planning.
Develop 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.
Support adoption and maturation of ITIL Version 5 concepts and practices within the program service-management environment.
Maintain process-audit records, review evidence, findings, corrective-action records, performance analyses, lessons learned, and audit trails.
Protect sensitive Government, program, operational, performance, and personnel information.