WASHINGTON, DC

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!
Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace.
Chenega Agile Real-Time Solutions (CARS) is seeking a Quality Service Management Specialist to support Service Quality Management (SQM) functions under the FCC’s Enterprise Technical Services (FETS) contract. This role is responsible for identifying opportunities for service improvement, ensuring compliance with ITIL practices, and driving quality assurance initiatives across FCC’s IT service landscape.
The Quality Service Management Specialist has strong analytical skills, is fluent in ITIL-based process optimization, and excels at cross-functional collaboration. This position requires close coordination with ITSM SMEs, service owners, stakeholders, and the SQM Lead to ensure services are measured, tracked, and continuously improved.

Responsibilities:

• Identify and document internal and external stakeholders who influence or impact SQM activities
• Assess current documentation, service/process maturity, and readiness for improvement
• Conduct research on service/process inputs, outputs, objectives, and performance targets
• Perform gap analyses between existing and target process states
• Recommend Critical Success Factors (CSFs) and translate them into measurable Key Performance Indicators (KPIs)
• Coordinate quality assurance procedures to ensure service compliance with FCC and contractual standards
• Develop and register service improvement initiatives in the Continual Service Improvement (CSI) registry
• Collaborate with ITSM Tool SMEs to define, translate, and implement service requirements in tool-based stories (e.g., in ServiceNow)
• Facilitate and document input from business owners, product leads, and process managers
• Track requirements gathering activities and maintain visibility for SQM Lead and key decision-makers
• Resolve all outstanding action items related to product/process reviews or stakeholder feedback
• Create and maintain metrics dashboards to monitor Business Value and Return on Investment (ROI)
• Provide clear, consistent updates on project status, risks, and roadblocks to team leads and stakeholders
• Lead or participate in regular team meetings, service reviews, and quality improvement discussions
• Other duties as assigned

Qualifications:

• Bachelor’s degree and 6+ years of relevant experience; or
• Associate and 8+ years of relevant experience; or
• High School and 10+ years of relevant experience
• Must be a US Citizen and able to obtain Public Trust Clearance

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to work independently and yet be effective within a team setting
• Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
• Excellent skills in Microsoft Word, Excel, and other Office applications
• Proficient with Microsoft Office Applications, and experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.
• Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it

• Identify and document internal and external stakeholders who influence or impact SQM activities
• Assess current documentation, service/process maturity, and readiness for improvement
• Conduct research on service/process inputs, outputs, objectives, and performance targets
• Perform gap analyses between existing and target process states
• Recommend Critical Success Factors (CSFs) and translate them into measurable Key Performance Indicators (KPIs)
• Coordinate quality assurance procedures to ensure service compliance with FCC and contractual standards
• Develop and register service improvement initiatives in the Continual Service Improvement (CSI) registry
• Collaborate with ITSM Tool SMEs to define, translate, and implement service requirements in tool-based stories (e.g., in ServiceNow)
• Facilitate and document input from business owners, product leads, and process managers
• Track requirements gathering activities and maintain visibility for SQM Lead and key decision-makers
• Resolve all outstanding action items related to product/process reviews or stakeholder feedback
• Create and maintain metrics dashboards to monitor Business Value and Return on Investment (ROI)
• Provide clear, consistent updates on project status, risks, and roadblocks to team leads and stakeholders
• Lead or participate in regular team meetings, service reviews, and quality improvement discussions
• Other duties as assigne