Service Desk Quality Assurance (QA) Analyst

Peraton is seeking a Service Desk Quality Assurance (QA) Analyst to join our team of qualified and diverse individuals. The QA Analyst will be a member of Peraton's Department of State (DOS) Bureau of Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. The CAEIO Program provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.

Responsibilities

Perform quality reviews and record findings from analyst documentation of call, email, and web support.
• Ensure customer satisfaction by supporting the Service Desk in meeting quality performance objectives and stringent quality standards within the Tier I, Tier II and Tier III Incident Management Lifecycle.
• Learn standard practices in Service Desk and other areas, such as training and technical documentation, service desk support to provide backup coverage and strengthen the team in times of high frequency.
• Conduct quality assessments of incident and service request tickets.
• Log findings from quality reviews of critical, high, and moderate tickets.
• Enter findings in multiple trackers and identify trends.
• Draft and present reports that demonstrate current state and thorough analysis of quality metrics.
• Develop subject matter expertise as a member of the quality team.
• Conduct quality reviews of service desk-related standard operating procedures, knowledge base articles, and other materials for effectiveness; take prompt action to address knowledge design issues.
• Log and track action items to support completion or resolution and report accomplishments.
• Perform and utilize gap analysis, root cause analysis, and other quality management techniques to diagnose issues and events that impact SLA events and service delivery.

Core Work Schedule: Monday - Friday, 7:00 AM - 4:00 PM (flexible)

Work Location: 44873 Falcon Place, Suite 150, Sterling, Virginia 20166

This position is hybrid after the QA Analyst completes a 12-week New Hire Training Program, which is held Monday through Friday from 7:00 AM to 3:30 PM in Sterling, VA. After completing the training program, the QA Analyst will work their assigned shift in Sterling up to two days per week. With manager approval, the QA Analyst can work remotely the other days. The number of days the QA Analyst works onsite is subject to change based on government/program requirements (for example, surge support might require the QA Analyst to be in the office more than two days per week).

Basic Qualifications

• U.S. citizenship and an active SECRET Government Security Clearance.
• Demonstrated attention to detail in daily activities and reporting.
• At least one year of Service Desk experience.
• Ability to identify and communicate quality deficiencies in formal and informal business settings.
• Experience presenting information confidently in various forums and to varied audiences, including customer leadership.
• Ability to work in a high-performance environment with stringent government performance expectations.
• Highly dependable with a proactive and team-oriented work posture.
• Previous experience using ServiceNow or similar ITSM tool.
• ITILv3 or ITILv4 Foundation Certification or higher.
• Proficient in Microsoft Excel, Word, PowerPoint (intermediate level or above).

Desired Qualifications

• Industry Quality Certification or equivalent work experience desired.
• Familiarity or experience with MS Teams (basic working knowledge) for communicating with teams, client and observing/data gathering.
• Familiarity or experience with SharePoint (basic functionality) to support a collaborative work environment and file organization, source and version control.
• At least one year of experience working in a federal government IT environment.
• At least one year of quality monitoring experience in a Service Desk environment.

Education and Experience: High school diploma (or equivalent) and 9 years of experience; Associate degree and 7 years of experience; Bachelor's degree and 5 years of experience; Master's degree and 3 years of experience.

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.