NOSC Infrastructure Quality Assurance Business Analyst- Washington DC
NOSC Infrastructure Quality Assurance Business Analyst- Washington DC
Posted on :
08-06-2025
Employer Active
1 Vacancy
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Monthly Salary
$ 66100 - 135600
Vacancy
1 Vacancy
Posted on :
08-06-2025
Job Description
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans Transitioning Military National Guard and Reserve Members Military Spouses Wounded Warriors and their Caregivers. If you have the required skill set education requirements and experience please click the submit button and follow the next steps. Unless specifically stated otherwise this role is On-Site
NOSC Infrastructure Quality Assurance Business Analyst
The proposed salary range for this position is: $66100 - $135600
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local
* * *
The Opportunity:
The company is seeking an experienced Quality Assurance Business Analyst to review Tier 1 tickets Critical Customer Incident Reports (CCIRs) call data procedures and processes. The goal is to continually assess the performance of Tier 1 Analysts and other NOSC Infrastructure Teams identify areas for refresher training and recommend continuous process improvements.
If you are a detail-oriented professional with a strong background in quality assurance and business analysis we encourage you to apply for this exciting opportunity.
Responsibilities:
The NOSC Infrastructure Quality Assurance Business Analyst will:
Analyze Tier 1 tickets CCIRs and call data to evaluate performance.
Collaborate with the Trainer and Knowledge and ServiceNow BAs to identify and implement improvement solutions.
Identify trends in ticket handling and resolution to pinpoint areas for enhancement.
Conduct Quality Reviews of documentation ticketing processes call data and other NOSC Infrastructure processes and metrics.
Write and edit procedure manuals Standard Operating Procedures (SOPs) and Work Instructions.
Provide feedback and recommendations for refresher training based on performance assessments.
Apply business concepts to enhance operational efficiency.
Create and distribute operational reports highlighting key performance metrics.
Pull and run reports to provide accurate input for weekly and monthly contract deliverables.
Provide backup and support to the Technical Trainer and other BAs as needed.
Perform additional tasks assigned by functional Task Order CACI and Federal leadership.
Qualifications:
Required: (Please have the following requirements on resume before submitting for position)
Ability to obtain and maintain DHS Entry on Duty (EOD) suitability clearance.
Outstanding verbal and written communication and team skills.
Bachelors degree or equivalent experience; minimum of 3 years of relevant experience.
Experience with IT Service Management (ITSM) tools or ticketing systems such as ServiceNow including report generation.
Advanced proficiency with Microsoft Excel PowerPoint Word and Visio.
Experience creating and providing professional presentations to peers and management.
Understanding of Local Area Network (LAN) and Wide Area Network (WAN) technologies.
Desired:
ITILv3 or ITILv4 Foundations certification.
Experience in a Network Operations Center (NOC) or IT Operations environment.
Strong analytical skills to identify trends and patterns in data.
Experience in conducting quality assurance reviews and providing performance feedback.
Required Experience:
IC
Employment Type
Full Time
Key Skills
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