Job description
Responsibilities :Must be able to implement and maintain a Customer Satisfaction Program; regularly meets with customers and obtains feedback via face-to-face meetings and/or online customer satisfaction surveys. Performs SWOTs as appropriate.
Collaborates directly with Service Desk (SD) leaders, Tier 2/Tier 3 teams, SD Analysts and Trainers, Knowledge and Quality analysts. Engages with management and PMO teams to discuss service delivery, metrics, and performance. Develops a strong familiarity of the ITIL Service Delivery Operations and becomes knowledgeable of the key government supporting functions and processes (creation of quality documentation, job aids, knowledge, and training materials/modules) to meet client expectations. Develops subject matter expertise as a trusted advisor to the Program Manager. Interacts with other operations team members, such as O&M, Quality Analysts, and/or applications teams to facilitate the adherence to quality standards for ticket logging and resolution across the escalation/resolution path. Supports implementation of formal quality scorecard to assess the quality of high/critical incidents in Service Now and oversee quality reporting to provide feedback to analysts on the team. Conducts quality assessments, trend analysis and provides management reporting on quality metrics, as needed. Supports and performs gap analysis, root cause analysis and other assessments to diagnose issues and events that impact SLA events and service delivery. Demonstrated attention to detail and ability to identify and communicate quality deficiencies verbally and in writing. Demonstrated experience and confidence presenting information in meetings with client and various levels of executive leadership. Highly dependable with a proactive and team-oriented work posture.
Required Expertise : Requires BA/BS with 6 to 8 years of experience with at least 2 years in a supervisory capacity. Experience in quality assurance and quality control of IT Systems. Experience in verification and validation, software testing and integration, and software metrics, and their application to software quality assessment. Must be capable of maintaining and establishing a process for evaluating software and associated documentation. Must be able to determine the resources required for information technology quality control. Must be able to maintain the level of quality throughout the software lifecycle. Develops software quality assurance plans. Conducts formal and informal reviews at predetermined points throughout the development lifecycle. Applies subject matter knowledge to high level analysis, design, development, modeling, simulation, integration, installation, documentation, and implementation. Resolves problems, which require an intimate knowledge of the related technical subject matter. Applies principles and methods of the subject matter to specialized solutions. Responsible for reporting and analyzing quality metrics, determining areas of opportunity for improvement, and developing recommended action plans to address findings.
Desired Experience: Industry Quality Certification or equivalent work experience desired Experience with Test Automation highly desirable Experience working in government IT environments preferred.
Peraton 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 and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.
An Equal Opportunity Employer including Disability/Veteran. Salary Minimum: $72,500
Salary Mid: $145,000
Salary Maximum: $181,300
The estimate displayed represents the typical salary range for this position, and is just one component of Peraton's total compensation package for employees. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Peraton provides a variety of benefits to employees. Colorado Salary Minimum: $86,590.40
Colorado Salary Maximum: $185,120.00
The estimate displayed represents the typical salary range for this position, and is just one component of Peraton's total compensation package for employees. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Peraton provides a variety of benefits to employees.
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