QA Specialist – Service Management Quality

🕒 October 21

🌽 Illinois – Remote

🌽 Illinois – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 QA Engineer (Quality Assurance)

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 25%

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DecisionPoint Corporation

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🎖️ Defense

💼 Consulting

📦 Logistics

Defense • Consulting • Logistics

DecisionPoint Corporation is a Service Disabled Veteran Owned Small Business specializing in IT modernization and digital transformation for government agencies. They provide comprehensive services including cybersecurity, health IT, and intelligent automation solutions, aimed at improving operational efficiency and effectiveness while ensuring secure cloud migration. Their Centers of Excellence approach drives mission success by addressing the most pressing challenges faced by government entities through innovative technology and expert support.

📋 Description

• 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 policies, processes, roles, responsibilities, technologies, and controls • Verify that ITSM processes are documented, repeatable, measurable, and consistently followed • Conduct process audits and quality reviews for compliance with approved plans, standard operating procedures, knowledge articles, and workflow requirements • Validate performance against 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 • Verify that activities, outages, maintenance events, and other user-impacting conditions are reported appropriately • Review service-management processes across service strategy, design, transition, operations, and continual improvement • Assess service portfolio, catalog, service-level, availability, capacity, continuity, information-security, change, release, deployment, knowledge, incident, request, problem, event, and access-management processes • Identify nonconformities, control weaknesses, process deviations, documentation gaps, reporting deficiencies, and improvement opportunities • Document quality findings, evidence, root causes, risks, impacts, recommended actions, owners, and target completion dates • Track corrective and preventive actions through implementation, validation, and closure • Verify corrective actions address root causes and reduce recurrence likelihood • 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, Quality Manager, ITSM leadership, and Government stakeholders • Support 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 • Protect 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 • Minimum of 6 years of relevant professional experience • Current ITIL Foundation certification or higher • 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 • 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 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

🏖️ Benefits

• Regular full-time employment • Remote work arrangement • Preference given to candidates located in or near Chicago • Opportunity to support USMEPCOM ENLIST and a competitive government contract bid • Equal employment opportunity and affirmative action protections

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