Who we are:

Makpar is a team of innovators and consultants deploying cutting edge technologies for the federal government. We help our clients achieve their business and operational goals by solving complex problems through experience and intellect and build sustainable solutions that last. If you are driven and looking to tackle complex and critical client challenges, Makpar can provide a dynamic, mission focused, and rewarding environment for your professional growth.

Our service offerings include Cybersecurity, Cloud Migration, IT Project Management, Agile Transformation, DevSecOps, Identity, Credential, and Access Management (ICAM), and Health IT. We are proud to be a Great Place to Work™ certified four years in a row. Recent awards include Fortune Top 100 Small Place to Work, Inc 5000, and Inc Best in Business. In 2019, we were awarded the SBA Subcontractor of the Year Award (Region 3) for our program management and Agile development work at the IRS.

The Position:

Makpar has an exciting opportunity for a service desk Quality Account Manager (QAM) to join our growing team. This is a hybrid 5 days/2 weeks position based in Washinton D.C.

Role Responsibilities:

The Quality Account Manager will provide oversight and management of the federal contract in three key areas: Continual Service Improvement, Quality Control, and Data Analysis.
Responsible for assuring consistent quality of services, products and solutions provided by the client.
Contribute information and analysis to strategic plans and reviews
Prepare and complete action plans; implementing production, productivity, quality, and customer-service standards
Identify and resolve problems; completing audits; determining system improvements including SLA review and analysis
Help implement change to move federal agency closer to best-in-federal-service.
Continuously strive to improve understanding of project requirements, processes and deliverables required to contribute to successful project delivery.
Investigate and analyze issues to root cause and propose the fix, verify and validate the final solution.
Onsite work up to 5 days every pay period i.e. 5 days over 2 weeks

Role Qualifications:

A Bachelor’s Degree in Information Systems, Computer Science, Engineering, Business, or related field required
5+ years of proven experience as a quality assurance manager or related role
3+ years of successful professional experience working in roles such as continual service improvement, quality control and design, or data analysis
Understanding of ServiceNow reporting including workforce management modules
Understanding of Service Desks
Ability to build Forms and workflows using Microsoft PowerApps
Excellent writing and verbal communication skills, and ability to create substantial relevant project documentation based on client requirements
Thorough knowledge of methodologies of quality assurance and standards
Excellent numerical skills and understanding of data analysis/statistical method
Required: ITIL v4 Foundation Certification
Required: A Quality Assurance certification such as American Society for Quality, Six Sigma Black Belt, Lean Six Sigma Black Belt, etc., and proven documented experience.
Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.

Optional/preferred Qualifications for QAM:

PMP Certification - within 3 months of start date
Ability to build Forms and workflows using Microsoft PowerApps

Benefits:

At Makpar Corporation we understand that we all need to balance work and life – that is why we have a great benefits package, excellent training and career development opportunities, flexible work schedules along with a generous compensation package. At Makpar, we believe in keeping our employees happy, healthy and engaged. We pride ourselves in providing outstanding benefits, creating environments where employees are encouraged to be themselves, collaborate, and be inquisitive in order to achieve goals.

Start your career today and be a part of something meaningful!

Makpar is an Equal Opportunity / Affirmative Action employer.

Quality Account Manager

Itsm

Makpar

Role Responsibilities:

Role Qualifications:

Optional/preferred Qualifications for QAM:

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