ITSM Quality Assurance Manager

Job DescriptionJob Title: Quality Account Manager (ITSM) Location: Washington, DC (Hybrid)Duration: Full-time. Salary: $130k to $140k Role Responsibilities: The Quality Account Manager will provide oversight and management of the federal contract in three key areas: Continual Service Improvement, Quality Control, and Data Analysis. Responsible for assuring consistent quality of services, products and solutions provided by the client. Contribute information and analysis to strategic plans and reviews. Prepare and complete action plans; implementing production, productivity, quality, and customer-service standards. Identify and resolve problems; completing audits; determining system improvements including SLA review and analysis as well as recommendations/implementation of improvement actions. Help implement change to move federal agency closer to best-in-federal-service. Continuously strive to improve understanding of project requirements, processes and deliverables required to contribute to successful project delivery. Investigate and analyze issues to root cause and propose the fix, verify and validate the final solution. Onsite work at client site in Washington D.C. Required Qualifications: Bachelor's Degree in Information Systems, Computer Science, Engineering, Business, or related field required 5+ years of proven experience as a Quality Assurance Manager or related role 3+ years of successful professional experience working in continual service improvement, quality control and design, or data analysis Extensive experience of ServiceNow reporting including workforce management modules Extensive experience with Service Desk operations Experience building and managing service desk teams Excellent writing and verbal communication skills, and ability to create substantial relevant project documentation based on client requirements Thorough knowledge of methodologies of quality assurance and standards Excellent numerical skills and understanding of data analysis/statistical method Required: ITIL v4 Foundation Certification Required: A Quality Assurance certification such as American Society for Quality, Six Sigma Black Belt, Lean Six Sigma Black Belt, etc., and proven documented experience. Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant. Optional/preferred Qualifications for QAM: PMP Certification Current MBI clearance with a federal agency Ability to build Forms and workflows using Microsoft PowerApps