SCITLS Quality Assurance Analyst

USSTRATCOM is a Combatant Command responsible for strategic deterrence, nuclear operations, and enterprise IT services essential to national security. It oversees Nuclear Command, Control, and Communications (NC3), Joint Electromagnetic Spectrum Operations (JEMSO), Global Strike, and Missile Threat Assessments, working closely with other Combatant Commands, Services, and defense agencies. SCITLS will be a key component that will ensure mission success and the safety of the U.S. and its allies by providing 24/7 IT services and network support for NIPRNet, SIPRNet, JWICS, and SAP/SAR environments.

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. GDIT Technology Shared Services (TSS) is your place! You make it your own by bringing your ideas and unique perspective to our culture. By owning your opportunity at GDIT, you are helping us ensure today is safe and tomorrow is smarter. At GDIT, people are our differentiator. As a Quality Analyst supporting the the program, you will be trusted to serve as a member of the team with the responsibility to ensure the highest level of quality to customers through the performance of a dedicated focus on quality assurance for customer service and information accuracy. This individual will foster the quality assurance approach and plan across the program. This activity will require active engagement and implementation of regularly scheduled internal calibration sessions, monitoring customer interactions, analysis of quality data to identify trends, and communication of program quality performance. The successful candidate will have experience with quality assurance processes. The candidate will be a proactive agent for change, possess high energy, have a passion for quality, and be self-motivated.

In this role, a typical day will include the responsibilities below:

• Perform quality reviews of service desk interactions (phone, chat, email, ticketing system) to assess technical accuracy, customer service skills, and adherence to processes.
• Write effective, actionable feedback on customer interaction evaluations
• Develop, refine, and maintain quality assurance procedures, checklists, and evaluation standards in alignment with contract requirements and service level agreements (SLAs).
• Analyze trends and recurring issues to identify gaps in training, knowledge base, or procedures.
• Facilitates calibration sessions with internal employees and client representatives to improve performance and ensure consistent, high-quality customer support.
• Support knowledge management efforts by reviewing ticket documentation and contributing to knowledge base improvements.
• Generate reports and metrics related to service desk performance, quality assurance findings, and customer satisfaction.
• Participate in audits, reviews, and other compliance-related activities as required by the contract.
• Collaborate with service desk leadership to implement continuous improvement initiatives.
• Use quality data to make recommendations for improvements

• Maintain high level of confidentiality regarding employee information
• Communicates proactively any concerns/issues that will impact deliverables and/or business
• Will occasionally engage with customers via phone as needed

Required Qualifications:

• 5+ years of relevant IT support or service desk experience, including 2+ years in a quality assurance or service delivery oversight role.
• Strong understanding of ITIL principles and service desk operations.
• Experience with enterprise ticketing systems (e.g., ServiceNow, Remedy).
• Excellent analytical, written, and verbal communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• U.S. Citizenship and ability to obtain and maintain a Secret clearance as required by the contract.    
• Ability to Obtain ITIL 4 Foundation – ITSM Certification within the first 9 months                      

Preferred Qualifications:

• ITIL Foundation certification.
• Experience supporting federal government clients.
• Familiarity with quality assurance methodologies and tools.
• Previous experience in a Tier III or senior service desk role.

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