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.

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.

• 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 taskin