Network Request Fulfillment Quality Assurance Analyst

The Network Request Fulfillment Quality Assurance Analyst will ensure the quality and efficiency of network request fulfillment processes. This role will monitor, analyze, and improve the quality of network request handling and fulfillment within our IT service management framework.

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

• Comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
• Competitive compensation and learning and development opportunities.