DescriptionWe are currently seeking a motivated, career and customer-oriented IT Quality Data Analyst to join our team to begin an exciting and challenging career with SAIC. Summary: We are seeking an IT Quality Data Analyst, responsible for IT quality assurance and quality control across Service Desk, Deskside Support, Field Services, Engineering and Operations service areas. Must be able to quickly assess data and information, review trends, validate accuracy, and translate the information in a way that customers and clients can understand. The IT Quality Analyst is able to support the data collection and analysis of service level management, facilitation of continual service improvement, document program processes and procedures, conduct quality audits, submit timely deliverables, and perform various data analysis and reporting activities. Duties: Responsible for program IT quality assurance and control. Utilizes and improves processes and procedures for evaluating program data, metrics, deliverables and associated documentation that are under quality control. Performs SLA process development and verification. Ensures improvement plans are identified and implemented to resolve performance and SLA issues.
QualificationsEducation and Training Requirements: Must have at least 5 years of experience in quality assurance and quality control of IT services or a Bachelor's Degree and 3 years experience. Must have training and/or experience with ISO, Six Sigma, CMMI or other quality management standard. ITIL Foundations or above certificate preferred. Must be fully aware of IT project lifecycle and familiarity with agile methods. Knowledge and Skills Requirements: Highly motivated, self-directed and responsible. Effective communicator, relationship builder, and procedural writer. Ability to ascertain information about current organizational processes and how to go about organizing and improving IT Service Management practices. Identify concept solutions and work with cross-functional resources to analyze program information, quality check artifacts, and deliver upon agreed to client requirements on time. Ability to understand technical conversations, ask appropriate questions to uncover gaps and bottlenecks, and lay out logical ordering of steps to achieve smooth resolution or closure of continual service improvement initiatives or corrective actions. Ability to document and/or quality check operational processes, procedures, knowledge, and client deliverables. Must have experience pulling, analyzing and reporting data from IT Service Management and Event Monitoring tools (i.e. Remedy, ServiceNow, Solarwinds). Prefer a candidate with intermediate MS Excel experience. Some MS SQL Database and/or Reporting Analytics experience is a plus. US Citizen or Green Card Holder. Ability to attain a Public Trust clearance. Position may be open to remote location and telework flexibility.
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