Quality Assurance Analyst Jobs

About The Position

Requirements

• TS/ SCI with Poly required
• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
• 5+ years of related work experience
• Strong understanding of network protocols, architectures, and technologies (e.g., TCP/IP, WAN/LAN)
• Good working knowledge of the Service Management workflows and ITSM processes
• ITIL V3 or 4 certification and training
• Experience with network monitoring and performance management tools
• Proficiency in data analysis and statistical methods
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment

Nice To Haves

• Working knowledge with ServiceNow
• Advanced ITIL certifications or training
• Knowledge of machine learning and AI applications in network management

Responsibilities

• Assist in developing and maintaining quality assurance standards and procedures for IT network incident management, aligned with ITIL framework.
• Conduct regular audits of incident records, documentation, and resolutions to ensure compliance with ITIL standards and internal procedures.
• Analyze incident data, metrics, and trends to identify areas for improvement in the incident management process.
• Support the training of IT staff on ITIL network incident management practices and quality assurance procedures.
• Participate in incident reviews and post-incident analyses to ensure lessons learned are captured and implemented.
• Help maintain and update incident management documentation, including best practices and standard operating procedures.
• Assist in the preparation of quality assurance reports and presentations for management review.
• Contribute to the optimization of incident management tools and systems.
• Collaborate with other ITSM process teams to ensure proper integration of incident management with related processes.
• Support continuous improvement initiatives within the incident management function.

Benefits

• healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits
• flexible time off benefit
• robust learning resources