IT Quality Analyst

Company: ECS Federal, LLC
Location: Albuquerque
Posted on: May 28, 2023

Job Description:

ECS is seeking an IT Quality Analyst to work in our Albuquerque, NM office. Job Description:ECS is looking for an Enterprise IT Trainer, providing support for a major laboratory in Albuquerque, NM! As an IT Quality Analyst, you will deliver training programs and workshops to employees and managers. Monitors the effectiveness of training on employees using individual or group performance results. Being a Training Specialist II collects feedback on sessions from attendees to use for future improvements to content and presentation. Contributes to new training program design and existing program enhancements. Additionally, Training Specialist II develops and creates lesson plans and training aids. May specialize in a particular subject, training program, or function of the company. Training programs may typically include topics such as supervisory/management training, work skills training, team building, and communications. Day-to-Day ActivitiesRun reports to select random sampling of tickets to auditPerform quality audits on Incident and Service Request ticketsPerform KCS audits for knowledge article quality and process adherenceProvide input to audit process - audit point selection, scoring guidelines, weighting, goals and thresholdsWork with Team Leads, coaches and KCS Council members to ensure consistent and accurate scoring of audit points Required Skills: Clearance: The position does not require clearance Education: Associate degree, at minimum, is required. Desired fields include MIS, Computer Science, Communications, or other relevant discipline (e.g. Technical Writing). Equivalent work experience may be considered in lieu of a degree. Possess 2+ years' applicable experience in a similar, fast paced IT support environment Knowledgeable in the ITIL process framework including concepts & best practices. Excellent writing, public speaking & presentation skills; technical writing background is a plus. Willingness & ability to quickly learn new tools, approaches & concepts KCS Certification at the KCS Principles level (Certification within 6 months of start) Work Location: Onsite, Telecommuter (Within Albuquerque Metro) or Remote Desired Skills:Ability to work independently but also as a member of a team. Accustomed to and comfortable with working in a fast-paced & deadline-driven environment. Meticulous & detail oriented. ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans. ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3000+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.PDN-99091334-d8fd-4c6f-83ce-f23b6c726f7f

Keywords: ECS Federal, LLC, Albuquerque , IT Quality Analyst, Professions , Albuquerque, New Mexico