IT Quality Control Specialist - Agile Defense

About Agile Defense

At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.

Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.

Requisition #: 1644

Job Title: IT Quality Control Specialist

Location: Quantico, VA

Clearance Level: Secret, Must Have Clearance to Start

Required Certification(s): DoD 8570 IAM I Level Certification Required (CAP, CND, Cloud+, GSLC, Security+CE, or HCISPP and ITIL v3 Foundations or higher

Job Description

The Candidate shall provide administrative and analytical support services related to computer networks and/or telecommunications associated with Quality Assurance (QA) to improve service quality and prevent disruptions. The Candidate will use Quality Control (QC) processes to review existing performance and recommend process improvements to improve performance metrics, and to identify and reduce disruptions to services. The success of the Candidate in this area is dependent on the ability to properly identify and measure those ITSM Processes implemented across the Clients’ Enterprise Network by the Client.

Duties

• Support and document an established Quality Control process using the Deming cycle, i.e., the Plan, Do, Check, Act (PDCA).  This process should focus on identifying root causes or deficiencies in service operations.
• Document specific levels of quality that need to be achieved and how those objectives will be measured based upon the established Government applicable service level requirements.
• Collect data from the ITSM system and end users for the ITSM processes including, but are not limited to, Incident Management, Event, Service Request, and Knowledge Management.
• Review and analyze collected data comparing it to expected level of quality listed in the Surveillance Plan.
• Determine the differences between expected and achieved levels of quality, determine the root cause of the discrepancy/ deficiency, identify service deficiencies and recommend courses of action that will improve the process being reviewed.
• Provide engineering support for scheduled Quality Assurance Reviews that identify whether service quality is being met IAW performance requirements established in the Surveillance Plan.

Education and Background

• DoD 8570 IAM I Level Certification Required (CAP, CND, Cloud+, GSLC, Security+CE, or HCISPP
• ITIL v3 Foundations or higher

Years of Experience

At least three years of demo