Abacus Technology QA Metric Management Analyst in Stennis Space Center, Mississippi

The Abacus Team is seeking a QA/Metrics Management Analyst to support service desk and other operations support services. This position supports a contract to manage enterprise IT components for the National Area and Transnational IT Operations and Next-Generation Support II Program (NATIONS II) for the Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS). This is a full-time position.

Support contract and program management with extracting data from systems used in preforming and managing work on the contract, and providing QA support for work processes. This includes:

  • Extracting metrics from ITSM system (e.g., ServiceNow) to identify workload statistics; trends; aging information; ticket volume; number of users assisted; and other information for service requests, incidents, and problem reports handled by the service desk

  • Conducting trend and historical analysis of metrics data

  • Generating scheduled and ad hoc metrics reports and conduct analysis of metrics as needed

  • Extracting Automatic Call Distribution data to extract call information (volume, response time, etc.) and generate ACD reports

  • Assisting with developing AQL Reports and analyzing AQL data

  • Providing QA and metrics management activities as directed, such as developing quality control methodologies to ensure compliance with quality assurance standards, and developing quality metrics and scoring parameters.

Education:

High School Degree required; Associate’s Degree in a related field is desired.

Experience and Skills:

At least 2 years of experience supporting QA activities and metrics collection and analysis experience for an IT service organization or contract. Ability to generate or develop reports in various formats (Excel, PowerPoint, etc.). Must have outstanding analytical abilities and communications skills in written and oral form.

ITIL v3 Foundations certification desired.

Must be a US Citizen. Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified or Sensitive but Unclassified (SBU) information. Position may require a current/active Public Trust.

EOE/M/F/Vet/Disabled

ID: 2018-3396

External Company Name: Abacus Technology

External Company URL: www.abacustech.com