DMI is looking for a Service Desk Quality Analyst to support a federal customer in the DC Metro area to ensure the Service Desk is delivering quality support.
Requirements
- Experience performing quality assurance responsibilities in support of ServiceNow.
- Experience initiating continuous process improvement by analyzing performance reports to identify trends and patterns that may interfere with achieving goals.
Responsibilities
- Manage a Quality Assurance Program to ensure the Service Desk is delivering quality support.
- Ability to review tickets, recorded calls, and coach.
- Identify trends and create clear actionable plans to effectively improve quality of service.
- Oversee Quality Assurance activities and track performance against customer requirements.
- Provide oversight for health of tickets and hold agents accountable.
- Review tickets and performance metrics to implement corrective action as necessary.
- Manage operational reports and make Service Desk quality improvement recommendations.
Other
- ServiceNow Certification and ITIL Certification is preferred.
- Bachelor's degree from an accredited college/university in Computer Science or Engineering or a minimum eight year’s equivalent work experience in a fast-paced Service Desk environment.
- Successful completion of a Public Trust background investigation and/or a Public Trust clearance.
- Must be a U.S. Citizen
- Ability to work in a distributed and cross functional team environment.
