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QA Specialist – Service Management Quality
DecisionPoint Corporation. Support development, implementation, maintenance, and quality assurance of the program Information Technology Service Management Plan .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Management (ITSM) processes, quality assurance, and compliance auditing, with a strong focus on performance metrics and continual improvement. Proficient in utilizing ITIL Version 5 concepts and tools to enhance service delivery and operational efficiency.
Highest-signal resume keywords
ITIL Foundation CertificationService Management System AssessmentProcess Auditing and ComplianceSLA and KPI MonitoringRoot-Cause Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
IT Service ManagementQuality AssuranceProcess ImprovementData AnalysisAudit ManagementPerformance Metrics DevelopmentDocumentation ManagementService-Level ManagementIncident ManagementChange Management
Soft Skills
Analytical SkillsProblem-Solving AbilitiesOrganizational SkillsCommunication SkillsAttention to Detail
Tools & Technologies
ServiceNowJira Service ManagementBMC HelixPower BISharePoint
Certifications & Qualifications
Active Secret ClearanceITIL Foundation Certification
Industry Keywords
Department of DefenseFederal Civilian ProgramsQuality ManagementService DeliveryContinual Improvement
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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