About Agile Defense
At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.
Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.
Requisition #: 1644
Job Title: IT Quality Control Specialist
Location: Quantico, VA
Clearance Level: Secret, Must Have Clearance to Start
Required Certification(s): DoD 8570 IAM I Level Certification Required (CAP, CND, Cloud+, GSLC, Security+CE, or HCISPP and ITIL v3 Foundations or higher
Job Description
The Candidate shall provide administrative and analytical support services related to computer networks and/or telecommunications associated with Quality Assurance (QA) to improve service quality and prevent disruptions. The Candidate will use Quality Control (QC) processes to review existing performance and recommend process improvements to improve performance metrics, and to identify and reduce disruptions to services. The success of the Candidate in this area is dependent on the ability to properly identify and measure those ITSM Processes implemented across the Clients’ Enterprise Network by the Client.
Duties
Support and document an established Quality Control process using the Deming cycle, i.e., the Plan, Do, Check, Act (PDCA). This process should focus on identifying root causes or deficiencies in service operations.
Document specific levels of quality that need to be achieved and how those objectives will be measured based upon the established Government applicable service level requirements.
Collect data from the ITSM system and end users for the ITSM processes including, but are not limited to, Incident Management, Event, Service Request, and Knowledge Management.
Review and analyze collected data comparing it to expected level of quality listed in the Surveillance Plan.
Determine the differences between expected and achieved levels of quality, determine the root cause of the discrepancy/ deficiency, identify service deficiencies and recommend courses of action that will improve the process being reviewed.
Provide engineering support for scheduled Quality Assurance Reviews that identify whether service quality is being met IAW performance requirements established in the Surveillance Plan.
Education and Background
DoD 8570 IAM I Level Certification Required (CAP, CND, Cloud+, GSLC, Security+CE, or HCISPP
ITIL v3 Foundations or higher
Years of Experience
At least three years of demonstrated experience in IT quality assurance and/or managing in an IT service management environment.
Required Skills
At least three years of demonstrated experience in IT quality assurance and/or managing in an IT service management environment
Good communication and interpersonal skills
Ability to follow policies and procedures
Ability to communicate in a clear speaking voice as well as the ability to respond clearly to questions
Aptitude to address negative situations, and resolve them in a positive manner
Preferred Skills
Proficiency in Knowledge Management tools (such as SharePoint) and trouble ticket management tools (such as BMC Remedy).
Working Conditions
General office environment. Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.
Contractor site with 0-10% travel possible
Possible off-hours work to support releases and outages
10 lbs. maximum lifting, occasional lift/carry of small articles
Occasionally required to stand; frequently required to walk and sit
Continually required to utilize hand and finger dexterity
Occasionally required to climb, balance, bend, stoop, kneel or crawl
Continually required to talk or hear
Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard
