Quality Account Manager (ITSM)

The Position:

Makpar has an exciting opportunity for a service desk Quality Account Manager (QAM) to join our growing team. This is a hybrid 5 days/2 weeks position based in Washinton D.C.

• 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. This oversight includes:
• ... contributing information and analysis to strategic plans and reviews
• ... preparing and completing action plans; implementing production, productivity, quality, and customer-service standards
• ... identifying and resolving problems; completing audits; determining system improvements including SLA review and analysis
• ... helping to 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 up to 5 days every pay period i.e. 5 days over 2 weeks

• A 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 roles such as continual service improvement, quality control and design, or data analysis
• Understanding of ServiceNow reporting including workforce management modules
• Understanding of Service Desks
• Ability to build Forms and workflows using Microsoft PowerApps
• 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.

• PMP Certification - within 3 months of start date
• Ability to build Forms and workflows using Microsoft PowerApps