Remote ITSM QA Auditor and Process Improvement

DecisionPoint | Cortek; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

DecisionPoint seeks a Journeyman QA Specialist to provide service-management quality assurance for the USMEPCOM ENLIST program. This remote role supports ITSM by validating processes, SOP adherence, SLA/SLO performance, and continual-improvement activities across the program.

The candidate will conduct audits, analyze performance trends, and verify corrective actions achieve intended results. Preference is given to candidates located in or near Chicago, with consent to government contract bid

Qualifications

• Active Secret clearance or higher.
• Current ITIL Foundation certification or higher.
• Minimum of 6 years of relevant professional experience.

Responsibilities

• Support development, implementation, maintenance, and QA of the program ITSM Plan.
• Assess effectiveness and consistency of the Service Management System and its controls.
• Verify ITSM processes are documented, repeatable, measurable, and followed.
• Conduct process audits and quality reviews to evaluate compliance with SOPs and workflow requirements.
• Review performance against SLAs/SLOs and KPIs, and identify improvement opportunities.
• Document quality findings, root causes, risk, and recommended actions with owners and deadlines.
• Track corrective and preventive actions through closure and validate results.
• Produce quality metrics and audit results for leadership and government briefings.

Skills

IT service-management

Quality assurance

Process auditing

Stakeholder collaboration

Education

Bachelor's degree

Job description

DecisionPoint seeks a Journeyman QA Specialist to provide service-management quality assurance for the USMEPCOM ENLIST program. This remote role supports ITSM by validating processes, SOP adherence, SLA/SLO performance, and continual-improvement activities across the program.

The candidate will conduct audits, analyze performance trends, and verify corrective actions achieve intended results. Preference is given to candidates located in or near Chicago, with consent to government contract bid