Network Request Fulfillment Quality Assurance Analyst

We are seeking a detail-oriented Network Request Fulfillment Quality Assurance Analyst to ensure the quality and efficiency of our network request fulfillment processes.

Requirements

• Conduct regular audits of network request fulfillment processes to ensure compliance with established standards and procedures.
• Analyze request fulfillment data to identify trends, patterns, and areas for improvement.
• Develop and maintain quality metrics and key performance indicators (KPIs) for network request fulfillment.
• Perform quality checks on completed network requests to ensure accuracy and completeness.
• Develop and maintain dashboards in ServiceNow to monitor the performance of request fulfillment processes, identify improvements, and work with developers to implement updates to request fulfillment processes.
• Collaborate with the request fulfillment team to implement process improvements based on quality analysis findings.
• Assist in developing and updating standard operating procedures (SOPs) for network request handling.
• Prepare regular reports on quality metrics, audit findings, and improvement recommendations.
• Participate in root cause analysis of recurring issues or deviations from quality standards.
• Support the development and maintenance of a knowledge base for common network requests and solutions.
• Assist in training team members on quality standards and best practices in request fulfillment.
• Contribute to continuous improvement initiatives within the network request fulfillment process.
• Stay current with industry best practices in IT service management and quality assurance

Benefits

• Healthcare
• Wellness
• Financial
• Retirement
• Family support
• Continuing education
• Time off benefits