Quality Specialist - Level 2 (SLA Ticket Auditor)

Stratum Networks is a rapidly growing information assurance and cybersecurity solutions company that provides high-end network and security consulting to Department of Defense and Intelligence Community clients. We are looking for a talented and passionate Level 2 Quality Specialist who would support one of our clients located in the Annapolis Junction, MD area.    CANDIDATES ARE REQUIRED TO HAVE AN ACTIVE TS/SCI WITH POLYGRAPH TO BE CONSIDERED FOR THE POSITION. 
Job Description:

The job duties of the SLA Ticket auditor are as follows:                                                                                                        

• Gather, process, and analyze data into information and information into knowledge to support operations and business decisions
• Use enterprise monitoring and reporting tools to identify trends and opportunities for improvements in IT service processes and workflow
• Interacts with other service providers to ensure that operational level agreements are in place to ensure end-to-end service delivery in accordance with the service level targets
• Work with the service delivery organization and service managers to manage performance against service level targets
• Participating in service level reviews; supports root cause analysis of customer issues and SLA impacting events
• Developing and implementing data gathering, analysis, and reporting capabilities.
• Collaborating with the service managers and the design and engineering and tools teams to collect and process relevant metrics to support service level management and process improvement activities.
• Preparing periodic reports to communicate outcomes of analytic activities.
• Performing analytics on discrepancies and issues and performing root cause analysis.
• Identifying people, process, and technology opportunities for efficiency and cost reductions.
• Validate and/or correct pended tickets
• Validate and/or correct cancelled tickets
• Validate and/or correct combined tickets
• Validate and/or correct FSMs
• Validate and/or correct Service/Items (SIs), assignment groups, SLAOs, and tasking

Salary: $81k - $96k depending on experience and contract.
Excellent benefits package, including up to 3 weeks paid vacation and 11 paid holidays.  Eligible for health care (single and family) immediately.  401(k) plan with employer match available.

Qualifications:
The SLA Ticket Auditor shall have two - five years of experience that may include a combination of work history and education. A master’s degree is equivalent to 6 years of experience, a bachelor’s degree is equivalent to 4 years of experience and an Associate’s degree is equivalent to 2 years of experience. The degree must be from an accredited college or university. Must be organized, a good communicator and able to work in a high paced environment. Clearance required: TS/SCI with poly

  STRATUM NETWORKS OVERVIEW:    Stratum Networks is a rapidly growing information assurance and cybersecurity solutions  company with expert knowledge of implementing secure infrastructure, providing security  integration, development, assessment and training solutions. Our high-end network and security consulting to Department of Defense and Intelligence Community clients create robust, secure network infrastructure, policies, and procedures for local and global, terrestrial and satellite Networks.    As leading experts in their fields, our certified and highly experienced network, software  development, IT support and security professionals ar