ITSM Quality Assurance Manager

ZipRecruiter; Washington (District of Columbia); Hybrid; USD 130,000 - 140,000; Full time

Job summary

A leading company is seeking a Quality Account Manager in Washington, DC to oversee federal contracts. The role focuses on ensuring high-quality service delivery through quality control and data analysis, requiring strong expertise in IT service management and team leadership.

Qualifications

• Bachelor's Degree in a relevant field required.
• 5+ years of experience as Quality Assurance Manager.
• ITIL v4 Foundation Certification required.

Responsibilities

• Oversee federal contract management in quality control and data analysis.
• Implement strategies for continual service improvement.
• Conduct audits and identify system improvements.

Skills

Data Analysis

Quality Control

Continual Service Improvement

Numerical Skills

Excellent Communication

Problem-Solving

Education

Bachelor's Degree in Information Systems, Computer Science, Engineering, Business or related field

Job description

Job DescriptionJob DescriptionJob Title: Quality Account Manager (ITSM)
Location: Washington, DC (Hybrid)
Duration: Full-time.
Salary: $130k to $140k

Role Responsibilities:

The Quality Account Manager will provide oversight and management of the federal contract in three key areas: Continual Service Improvement, Quality Control, and Data Analysis.
Responsible for assuring consistent quality of services, products and solutions provided by the client.
Contribute information and analysis to strategic plans and reviews.
Prepare and complete action plans; implementing production, productivity, quality, and customer-service standards.
Identify and resolve problems; completing audits; determining system improvements including SLA review and analysis as well as recommendations/implementation of improvement actions.
Help implement change to move federal agency closer to best-in-federal-service.
Continuously strive to improve understanding of project requirements, processes and deliverables required to contribute to successful project delivery.
Investigate and analyze issues to root cause and propose the fix, verify and validate the final solution.
Onsite work at client site in Washington D.C.

Required Qualifications:

Bachelor's Degree in Information Systems, Computer Science, Engineering, Business, or related field required
5+ years of proven experience as a Quality Assurance Manager or related role
3+ years of successful professional experience working in continual service improvement, quality control and design, or data analysis
Extensive experience of ServiceNow reporting including workforce management modules
Extensive experience with Service Desk operations
Experience building and managing service desk teams
Excellent writing and verbal communication skills, and ability to create substantial relevant project documentation based on client requirements
Thorough knowledge of methodologies of quality assurance and standards
Excellent numerical skills and understanding of data analysis/statistical method
Required: ITIL v4 Foundation Certification
Required: A Quality Assurance certification such as American Society for Quality, Six Sigma Black Belt, Lean Six Sigma Black Belt, etc., and proven documented experience.
Candidates must be a US or a Legal Permanent (Green Card status) for 3 years and be Federal Tax compliant.

Optional/ Qualifications for QAM:
PMP Certification
Current MBI clearance with a federal agency
Ability to build Forms and workflows using Microsoft PowerApps