Quality Control Analyst

Job Description: The net.AMERICA Corporation is seeking Quality Control Analyst to support a single point-of-contact service desk for all end user IT- related incidents and service requests. The service desk will be responsible for managing and executing all incident management and request fulfillment processes in accordance with ITIL best practices. • Process Improvement Owner: Lead, mentor and improve in the different software development processes to ensure traceability, from network/service desk requirements. • OLA Management: Responsible for the support and delivery of IT services to customers between Service Desk 1st and 2nd level support service/software maintenance/network management. • SLA Management Monitoring: Monitor the quality of the organization’s procedures and internal parameters and those relating to users perceptions. • Quality Control: Leads, participates, executes Quality Control Assurance ITIL Best Practices both from an operational and change management perspective. • KPI Monitoring: Assess if the project’s strategic plan or operational plan is successful and establish indicators that could give a measurable indication as to the success of the strategy. • Change Management: Keeps track of all changes that are made throughout the duration of a project through careful testing and enforcing adherence to a defined change management process. • Data Analysis: Utilize analytical and data management tools, performs data creation, management, analysis and troubleshooting activities in support of the IT services project. Experience and Education Required: • Bachelor’s Degree in Business Administration, Computer Science or related field • Minimum of 4 years in a service desk environment • Minimum of 3 years of experience in HDI/ITIL audit support • Minimum 2 years teaching/training experience • ITIL Certification Preferred Certifications: • HDI Certification We look forward to receiving your application! Please indicate salary requirements in cover letter. The Net. America Corporation offers a generous comprehensive benefits package. The net.AMERICA Corporation is an Equal Opportunity Employer All information will be kept confidential according to EEO guidelines. The Net America Corporation is a Woman-owned firm specializing in Multi-Channel Contact Centers & Help Desk Services, IT/Software Engineering & Development, Organizational & Program Management, Peer Review & Grants Management and Conference & Logistics Support.