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Service Quality Management Specialist

Washington, DC Join our Talent Network

Service Quality Management Specialist

Washington, DC

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and taking your career to the next level!

Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers, both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace.

Chenega Agile Real-Time Solutions (CARS) is seeking aService Quality Management Specialistto support Service Quality Management (SQM) functions under the FCC’s Enterprise Technical Services (FETS) contract. This role is responsible for identifying opportunities for service improvement, ensuring compliance with ITIL practices, and driving quality assurance initiatives across FCC's IT service landscape.

The ideal candidate has strong analytical skills, is fluent in ITIL-based process optimization, and excels at cross-functional collaboration. This position requires close coordination with ITSM SMEs, service owners, stakeholders, and SQM Lead to ensure services are measured, tracked, and continuously improved.

Duties and Responsibilities:

+ Identify and document internal and external stakeholders who influence or impact SQM activities

+ Assess current documentation, service/process maturity, and readiness for improvement

+ Conduct research on service/process inputs, outputs, objectives, and performance targets

+ Perform gap analyses between existing and target process states

+ Recommend Critical Success Factors (CSFs) and translate them into measurable Key Performance Indicators (KPIs)

+ Coordinate quality assurance procedures to ensure service compliance with FCC and contractual standards

+ Develop and register service improvement initiatives in the Continual Service Improvement (CSI) registry

+ Collaborate with ITSM Tool SMEs to define, translate, and implement service requirements in tool-based stories (e.g., in ServiceNow)

+ Facilitate and document input from business owners, product leads, and process managers

+ Track requirements gathering activities and maintain visibility for SQM Lead and key decision-makers

+ Resolve all outstanding action items related to product/process reviews or stakeholder feedback

+ Create and maintain metrics dashboards to monitor Business Value and Return on Investment (ROI)

+ Provide clear, consistent updates on project status, risks, and roadblocks to team leads and stakeholders

+ Lead or participate in regular team meetings, service reviews, and quality improvement discussions

+ Other duties as assigned

Qualifications:

+ Bachelor’s degree and 6+ years of relevant experience; or

+ Associate and 8+ years of relevant experience; or

+ High School and 10+ years of relevant experience

+ Must be a US Citizen and able to obtain Public Trust Clearance

Knowledge, Skills and Abilities:

+ Ability to work independently and yet be effective within a team setting

+ Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment

+ Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals

+ Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.

+ Excellent skills in Microsoft Word, Excel, and other Office applications

+ Proficient with Microsoft Office Applications, and experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.

+ Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.

+ Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it

How you’ll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOS’s culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenega’s impact on the world.

Chenega MIOS News-https://chenegamios.com/news/

Chenega Corporation is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on basis of disability. Affirmative Action plans are available for review by employees and job seekers by contacting our EEO/AA officer at (907) 277-5706. If you are having technical issues or need an accommodation, please e-mail us at [email protected]. Every effort will be made to respond within 24 business hours.

https://www.eeoc.gov/poster (https://url.us.m.mimecastprotect.com/s/Y7p7CYEYz1i5k3Dku0fLTxaSQ3?domain=eeoc.gov) .

Native preference under PL 93-638. Drug-free workplace.

We participate in the E-Verify Employment Verification Program (https://www.e-verify.gov/) .

Tips from your Talent Acquisition Team

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

Chenega MIOS web site -www.chenegamios.com

Glassdoor -https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI\_IE369514.11,23.htm

LinkedIn -https://www.linkedin.com/company/1472684/

Facebook -https://www.facebook.com/chenegamios/

#Chenega Agile Real Time Solutions, LLC

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Chenega Corporation and family of companies is an EOE. Equal Opportunity Employer/Veterans/Disabled Native preference under PL 93-638. We participate in the E-Verify Employment Verification Program