Remote ITSM QA Specialist (ITIL v5)

DecisionPoint Corporation; Chicago (IL); Remote; USD 90,000 - 120,000; Full time

Job summary

DecisionPoint Corporation is seeking a Journeyman QA Specialist to ensure service-management quality for the USMEPCOM ENLIST program. The role validates process implementation, SOP adherence, SLA/SLO performance, and continual-improvement across ITSM and governance activities.

Remote work with preference for Chicago-area candidates is available. You will conduct process audits, analyze trends, and work with stakeholders to strengthen service quality, supporting ITIL Version 5 practices and

Qualifications

• 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.

Responsibilities

• 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, supporting policies, processes, roles, responsibilities, technologies, and controls.
• Verify that ITSM processes are documented, repeatable, measurable, and consistently followed across program tasks.
• Conduct process audits and quality reviews to evaluate compliance with approved plans, standard operating procedures, knowledge articles, and workflow requirements.
• Validate performance against Service Level Agreements, Service Level Objectives, key performance indicators, operating-level expectations, and established 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 of system performance and operational events.
• Verify that current and upcoming activities, outages, maintenance events, and other conditions that may affect users are reported appropriately.
• Review service-management processes covering service strategy, service design, service transition, service operations, and continual improvement.
• Assess the quality and effectiveness of service portfolio, service catalog, service level, availability, capacity, continuity, information-security, change, release, deployment, knowledge, incident, request, problem, event, and access-management processes.
• Evaluate whether service-management workflows support efficient and effective delivery of services to end users.
• Identify nonconformities, control weaknesses, process deviations, documentation gaps, reporting deficiencies, and improvement opportunities.
• Document quality findings, supporting evidence, root causes, risk, impact, recommended actions, responsible owners, and target completion dates.
• Track corrective and preventive actions through implementation, validation, and closure.
• Verify that corrective actions address the root cause of identified issues and reduce the likelihood of recurrence.
• 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, the Quality Manager, ITSM leadership, and Government stakeholders.
• Support the adoption and maturation of ITIL Version 5 concepts and practices within the program's service-management environment.
• Maintain process-audit records, review evidence, findings, corrective-action records, performance analyses, lessons learned, and audit trails.
• Protect sensitive Government, program, operational, performance, and personnel information.

Skills

Quality Assurance

Auditing

Process Improvement

Stakeholder Communication

Education

Bachelor's degree in Information Technology / Information Systems / Business / Quality Management

ITIL Foundation certification

Tools

ServiceNow

Jira Service Management

Power BI

SharePoint

Job description

DecisionPoint Corporation is seeking a Journeyman QA Specialist to ensure service-management quality for the USMEPCOM ENLIST program. The role validates process implementation, SOP adherence, SLA/SLO performance, and continual-improvement across ITSM and governance activities.

Remote work with preference for Chicago-area candidates is available. You will conduct process audits, analyze trends, and work with stakeholders to strengthen service quality, supporting ITIL Version 5 practices and