Job ID 2020-4794
Job Locations
US-VA-Arlington
Category
Program / Project Management
Type
Regular Full-Time

Overview

NCI is a leading provider of enterprise solutions and services to U.S. defense, intelligence, health and civilian government agencies. NCI's AI solution, Shai(tm), scales humans with artificial intelligence by empowering the workforce to meet their mission by using best in class AI solutions coupled with our exceptional service offerings. Working with strategic partners, NCI is committed to bringing commercial innovation to missions of national importance. NCI is a mid-tier systems integrator headquartered in Reston, VA, and operates at locations across the globe.

 

NCI has been designated a 2020 Military Friendly Employer by MilitaryFriendly.com  

 

 

Responsibilities

NCI: As a Business Relationship QA Manager, you will provide the necessary services for Project Management to provide the discipline of planning, organizing, and managing resources to bring about the successful completion of application development, project goals, and objectives based on Project Management Institute (PMI) and ITIL standards. This position will focus on implementing best practices for IT service management (ITSM) that aligns IT services with JSP Service Delivery (JSP SD) needs.

 

Highlights of Responsibilities:

  • Manages and supervises personnel involved in all aspects of project activity to design, develop, engineer and implement solutions in support of the JSP SD program.
  • Devise procedures to inspect and report quality issues to the NCI PM/DPM.
  • Monitor all JSP SD operations that affect quality.
  • Provide recommended updates to the project management plan in order to improve quality of service to the JSP SD customer and overall program.
  • Supervise and guide inspectors, technicians and other staff supporting the JSP SD program.
  • Appraise JSP SD customers’ requirements and make sure they are satisfied.
  • Report all malfunctions to NCI Team Leads and the PM/DPM in a timely manner to ensure immediate action.
  • Facilitate proactive solutions by designing, coordinating and over-seeing the collection of quality data; perform functional and cross-functional analysis and provide reports on quality data.
  • Extract metrics from ITSM system (e.g., Remedy) and other systems 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.
  • Conduct trend and historical analysis of metrics data.
  • Generate scheduled and ad hoc metrics reports and conduct analysis of metrics as needed.
  • Assist with developing Acceptable Quality Level (AQL) Reports and analyzing AQL data.
  • Provide QA/QC 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.
  • Review current standards and policies; provide recommendations to the NCI PM/DPM for implementation on the JSP SD program
  • Keep records of quality reports, statistical reviews and relevant documentation.
  • Ensure all legal standards are met.
  • Communicate with external quality assurance officers during on-site inspections; keep leadership informed.
  • Performs other related duties as assigned.

Qualifications

 

Requirements:

  • Clearance (required at performance start date): active Secret security clearance
  • Bachelor's degree with ten (10) years of experience
  • At least five (5) years of experience supporting QA activities and metrics collection and analysis experience for an IT service organization or contract.
  • Must have outstanding analytical abilities and communications skills in written and oral form.
  • Customer Service experience required.
  • Working knowledge of Microsoft Products.

 

Preferred Education and Experience:

  • ITIL Foundation Certification
  • PMI training and Certification
  • Quality Assurance training and certification
  • IT Service Management (ITSM) experience with Remedy is a plus
  • Experience with DoD and the JSP customer is a plus

Physical Requirements:

 

This position requires the ability to perform the below essential functions:

  • Sitting for long periods
  • Ambulate throughout an office

It is the policy of NCI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulationsNCI is a VEVRAA Federal Contractor.

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