Job Description

Program Overview

Supports the transformation and modernization of legacy Coast Guard systems and services including mobility, messaging, ITSM, ITAM, Network Infrastructure, and legacy data systems from on premise implementations to cloud and hybrid cloud solutions. New system and service implementations, including zero trust architecture, to provide leading edge systems that are both secure and accessible.

About The Role

Peraton is seeking a skilled Quality Assurance Process Analyst to join our growing team! The ideal candidate will be responsible for quality of services delivered; establish and maintain process governance and oversight; develop standards (key process indicators, KPI) and monitor performance against those standards in the delivery of service; and manage continual improvement for the program. 

Work Location: Hybrid – While most days can be performed via telework, in-person attendance will be required for customer meetings in Alexandria and occasionally in Reston.

Note: This role focuses on quality management, process evaluation, compliance, and reporting within IT environments. It is not a software testing position and does not involve test script execution or defect triage.

Day to Day Roles and Responsibilities:

• Collecting, analyzing and reporting quality assurance and quality control metrics;
• Conducting document and compliance reviews to ensure deliverables meet the defined acceptable quality level and meet contractual specifications.
• Identifying improvement opportunities to decrease deliverable defects and reduce delivery time.
• Facilitating working sessions and reviews with key stakeholders to identify and remove root causes related to decreased service quality, service performance, delivery times, etc.
• Providing process engineering support to improve efficiency and effectiveness of development, operations, and maintenance activities using ITIL and industry best practices.
• Coordinating and collaborating with ITSM practice owners to identify and drive improvements to services, service delivery (i.e., efficiencies and effectiveness), and end-to-end customer experience based on quantitative and qualitative data using various techniques, methods and standards such as Lean/Six Sigma, ISO 9004, ISO 20000-1, and Agile.
• Reviewing and analyzing performance metrics to identify and recommend improvement opportunities (e.g., lowering costs, reducing cycle time, improving customer service experience, and increase alignment with business, operational and compliance requirements, etc.).
• Planning, executing, and maintaining the quality audit program including recording audit results, assessing process maturity and recommending improvements based on ITIL and industry best practices.

Qualifications

Basic Qualifications:

• Bachelors degree and 5 years of experience or a High School diploma and 9 years of experience.
• U.S. Citizenship required; with an active Secret clearance.

• Minimum 5 years of experience in quality management and auditing, ensuring alignment with business, operational, and compliance requirements.

• At least 5 years of experience with IT Service Management (ITSM) and quality standards or methodologies such as Lean/Six Sigma, ISO 9004, ISO/IEC 20000-1, and Agile.

• Minimum 3 years of experience collecting, analyzing, and reporting on program quality metrics.

• Strong documentation skills, including the ability to write clear, concise, and accurate content, and adapt to different formats and style guides.

• Solid understanding of quality assurance methodologies, testing techniques, and quality control processes in IT or enterprise environments.

• Proven experience developing, maintaining, and updating quality documentation such as Standard Operating Procedures (SOPs), work instructions, and training materials.

• Exceptional attention to detail with a high degree of accuracy and consistency in documentation review.

• Demonstrated ability to analyze and improve QA processes, identify inefficiencies, and document optimized workflows.

• Experience ensuring documentation complies with relevant industry standards (e.g., ISO, ITIL), and participating in both internal and external audits.

• Proficiency in document control practices, including version control, revision tracking, and managing access to the latest approved documents.

• Strong collaboration and communication skills, with the ability to work effectively with cross-functional teams and stakeholders to gather information and align documentation practices.

Preferred Qualifications:

• Able to work independently, multi-tasks and works autonomously with minimal supervision.
• Able to demonstrate verbal and written communication skills with all organizational levels and experience directly with clients.
• Able to demonstrate ability to create and deliver presentations to all organizational levels (internal and external).
• Able to demonstrate ability to evaluate business processes, identify areas for improvement, and support the design and implementation of ITSM and quality improvements.

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $80,000 - $128,000. This represents the typical salary range for this position based on experience and other factors.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

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