Quality Assurance / ITSM Queue Analyst

Clearance Level
IT Quality Assurance
Baltimore, Maryland

REQ#: RQ68872

Travel Required: Less than 10%
Requisition Type: Regular

GDIT is currently searching for a Quality Assurance / ITSM Queue Analyst who will be responsible for infrastructure testing, validation, queue monitoring, and escalating ticket coordination in support of Hosting, Operations and Maintenance (HOM) services for the Healthcare Integrated General  Ledger Accounting System (HIGLAS) contract.  The Tester will record any defects or issues observed and raise tasks to support additional tests that the solution would benefit from performing. The tester will be familiar with infrastructure and application automation, and its desirable that the tester should is familiar with building hosting infrastructure. The successful candidate will provide incident support for the Centers for Medicare & Medicaid Services (CMS) information systems. They will work in conjunction with Senior Engineers and the Operations Leadership team.

Task and responsibilities in this role include, but are not limited to the following:

  • Designs and delivers the overall testing methodology used by the team by utilizing broad knowledge and awareness of testing approaches, practices, and techniques.
  • Produces accurate test cases that address clearly defined requirements.
  • Produces test cases with an appropriate level of technical detail for the target audience responsible for test execution.
  • Good familiarity with testing tools.
  • Uses risk to identify where more or less testing is required based on testing outcomes.
  • Produces clear and unambiguous test plans that address project requirements and risks and contribute to test strategy.
  • Effectively communicates the testing strategy and plans throughout the project & customer teams.
  • Successfully delivers all testing activities in the test plans within forecast and timescale constraints.
  • As part of a 24/7 Service Desk, perform the activities associated with the management of dedicated ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.
  • Monitor dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
  • Work with hosting manager to escalate or reassign tickets as needed; ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load.
  • Monitor dedicated queues to ensure SLAs are maintained.
  • Assign the tickets which are out of scope to Service Desk/Other Teams.
  • Ensure associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved.


  • BA/BS, 10+ years’ experience in Infrastructure testing.
  • 3+ years of experience in ITSM.
  • Experience working with customer technology and support services.
  • Strong time management skills for triaging calls, excellent communication. skills - professional phone manners, and great attitude handling those under pressure.
  • Ability to adapt and prioritize work independently in a dynamic environment.
  • Strong interpersonal and presentation skills.
  • Experience with desktop environment, infrastructure support.
  • Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent.
  • Experience working in a customer service role REQUIRED.

Attributes for Success:

  • Excellent interpersonal and communication skills needed to work with business partners, engineering, operations and vendors.
  • Strong analytical and strategic thinking skills with a service oriented mindset
  • Quick learner, detail oriented; demonstrable thoroughness and strong ownership of work.
  • Good team player with a strong willingness to participate and help others.
  • Able to prioritize in a fast moving, high pressure, constantly changing environment; high sense of urgency.
  • Strong time management and organizational skills.
  • Ability to work in a virtual team environment as well as independently.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.