AT&T Quality Assurance Analyst (Government) in Columbia, Maryland
The Quality Assurance (QA) Analyst will lead the efforts to ensure compliance with established processes, workflows, and SOPs on a large IT service contract. The QA Manager must understand IT service operational data, turn data into information, information into insight and insight into meaningful business decisions. The role requires data analysis and understanding of IT services and integrated systems.
Audit service management team performance, both customer facing and internal tasks
Works with process owners to support ITSM process, workflow, and SOP compliance across the organization
Support root cause analysis of customer issues and SLA impacting events
Conduct quality assessments, trend analysis and provide management reporting on support metrics
Prepare daily/period reports to communicate outcomes of quality activities
Perform analytics on discrepancies and issues and perform root cause analysis
Identify ITSM Process, workflow, and SOP opportunities for efficiency and cost reductions
Leads the escalation / communication of risks and issues as appropriate
Assist in the Quality Testing of new system functionality
Support the communication and training of Continual Service Improvement to operational and engineering team.
The Quality Assurance Analyst shall have nine (9) years of experience that may include a combination of work history and education. A master’s degree is equivalent to 6 years of experience, a bachelor’s degree is equivalent to 4 years of experience and an associate’s degree is equivalent to 2 years of experience. The degree must be from an accredited college or university. Must have practical knowledge in importing data for use in spreadsheets, graphs, and flow charts. Experience with enterprise level monitoring and reporting tools such as ServiceNow, Splunk, Solarwinds. A passion for customer service with a strong level of critical thinking in order to quickly resolve issues. Excellent oral and written communication skills. Ability to understand others and clearly express thoughts. ITIL v3 Foundations Certification
Required Clearance: Candidate must have a TS/SCI polygraph clearance
AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V