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Job Description

Brief Synopsis:

This is a supervisor role with direct reports in an IT environment. The ideal candidate will have Supervisory experience,Analytics, QC, and IT helpdesk experience. Key to this role is reporting on trends, analysis of performance data in a service desk environment.

This position is for a Quality Control Lead Analyst/Supervisor servicing the needs of the United States Attorney s Office. The successful candidate will assist the Executive Office for United States Attorneys (EOUSA) with ensuring that the performance and quality products conform to established company and regulatory standards.

As the Quality Analyst you will be the key person studying trends, providing analysis and statistics on improving help desk support to our vast number of users.

Scope of Work Requirements:

• Performs validation of the service desk to include services, processes, metrics, and customer satisfaction based on business requirements.

• Communicates with analysts and engineers about formal evaluation plans, problems, and results.

• Devises creative solutions to problems.

• Assists with roll-out of systems documentation.

• Produces lists of service deficiencies that are to be resolved and provides recommendations to incorporate changes to established processes.

• Generates and interprets complex reports on both current and historical data.

• Performs technical evaluations on assigned personnel.

• Assists in the establishment and maintenance of a Quality Control Plan focusing on but not limited to quality goals, criteria, assessment, and validation methods.

• Develops standards, methods, and procedures to improve product and service quality, readiness, and availability.

• Identifies, diagnoses and develops plans to resolve problems in response to customer reported incidents; researches, evaluates and provides feedback on problematic trends and patterns across the environment and develops and implements measures to remediate.

• Collaborates with Support teams to foster a team-based approach to high quality solutions and drive appropriate changes to ensure high quality deliverables.

• Supervises a team of Quality Control analysts to meet program and Quality Control Plan standards.

Background:

The Executive Office for United States Attorneys' (EOUSA) is responsible for providing administrative, technical and operation support to all 94 United States Attorneys' offices (USAOs) located in over 252 geographically dispersed sites throughout the continental United States, Alaska, Guam, the Mariana Islands, Puerto Rico, Hawaii, and the U.S. Virgin Islands. The EOUSA General Integration (GI), Network Operations and Services (NOS), Enterprise Application Development (EAD) and Cyber Services Staff (CSS) provide for the identification and analysis of the business needs/requirements to USAOs necessary for the design, development, and deployment of secure office automation, wide and local area networking, case management and other applications. All four of these staffs must rely, however, on contractors to deliver many of the high-level technical services needed to maintain the technology deployed in EOUSA and USAOs.

Place of Performance: Columbia, SC

Equipment furnished:

The government/client will provide equipment to complete job.

Security Requirements All personnel, including the support required by this initiative, must be United States Citizens, and must meet the DOJ Residency Requirement. It is the responsibility of the Contractor to assure that proposed employees for each aspect of this task have met federal investigative standards and are suitable for employment and/or access to national security information. Certification of requirements from either the Office of Personnel Management (OPM) or the Defense Industrial Security Clearance Office (DISCO) will be required. The minimum investigation required is to be cleared for a BI and can be expected to hold up to a Top Secret clearance. The minimum investigation required is to be cleared to hold Secret clearance. A DD254 can be found at Attachment (2) of the basic order. Contractors shall agree to comply with the NISPOM.

Required Education, Experience, & Skills

Minimum Requirements:

• Minimum 1 year IT Helpdesk experience and knowledge.

• Supervisory experience with 1 or more direct reports

• 5 years of related experience in QA/QC role (Not SW Testing)

• Experience with Quality Control plans, metrics, and trend analysis, preferably in a Help Desk environment.

• Minimum 1 year supervising others; preferably in a Quality Control and IT environment

• Must be able to obtain and maintain a security clearance

Preferred Education, Experience, & Skills

Preferred experience and skills:

ISO-20000 experience and knowledge.

Further overview and insight into the role and skills employed:

• Able to develop and implement program quality plans and procedures (Not SW Testing).

• Experience with quality assurance/control methods, principles, and practices, including statistical analysis and sampling techniques.

• Experience with inspection, test, and measurement techniques.

• Knowledge of the relationship of quality assurance to other activities across the organization.

• Skilled in interpreting and applying product specifications, regulations, and policy guidance into the quality assurance plan.

• Skilled in conducting studies and investigations, problem analysis, and developing documented recommendations.

• Strong oral and written communication.

• Experience with technical evaluation processes, techniques, and reporting.

• Able to develop and manage Quality Control documentation and reference guides.

• Able to validate data quality and consistency of customer data.

• Able to review, analyze, and report on quality discrepancies, trends, and data.

• Able to investigate problems and develops disposition and corrective actions for recurring discrepancies.

• Able to interface with stakeholders to ensure requirements are met.

• Able to recommend corrective actions, dispositions, process optimization and modifications.

• Able to develop and execute Quality Control training.

• Able to ensure program compliance to ISO-20000 standards.

• Able to handle multiple project deadlines with minimal supervision.

Pay Information

Full-Time Salary Range: $52470 - $89190

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20 hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.

IT Management Analyst

105929BR

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