Operations Specialist

Full time Full day

About Zones Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Job Title: Quality Assurance Analyst

Position Overview:

The Quality Assurance Analyst for Cloud and software is a pivotal role within the PPM organization, responsible for the identification, analysis, and enhancement of workflows to ensure adherence to quality standards and SLA compliance. This position will compile and deliver performance reports on ServiceNow cases weekly, monthly, and quarterly. The ideal candidate will assist peers and leadership in escalation management and must possess a passion for process improvement, critical thinking in ambiguous situations, and effective communication skills for internal and external interactions

Key Responsibilities:

The key responsibilities of this role include:

  • Monitoring and auditing cases to ensure compliance with quality framework standards

  • Preparation and active participation in calibration sessions

  • Analyzing trends, making comparisons, and communicating suggestions to leadership through regular and ad-hoc reporting

  • Identifying the root cause of issues and communicating effectively to drive resolution

  • Monitoring ServiceNow workflow queues to ensure case management SLA workflows meet targets

  • Promoting operational excellence by defining and communicating processes and best practices for quality and workforce planning

  • Proposing solutions for process discrepancies and knowledge gaps

  • Professional communication through various channels: Microsoft Teams, email, and phone

  • Managing escalations in a professional manner

  • Timely management and rigor for operational processes

  • Ongoing maintenance and documentation of processes

Qualifications and Skills:

Proficiency in audit and monitoring practices aligned with quality standards

  • Exceptional analytical and critical thinking skills

  • Excellent communication and interpersonal abilities

  • Capability to manage escalations and maintain operational rigor

  • Proficiency in Microsoft Office Suite and ServiceNow or similar tools

  • Strong organizational and problem-solving capabilities

Educational/Certification Requirements:

  • Bachelor's degree in Business Administration, Information Technology, or related field, or equivalent experience.

  • Relevant certifications in quality management or similar domains will be an advantage.

Required Experience:

  • 3+ years of experience in quality assurance or a related field, particularly in case management or workflow analysis

  • Experience in compiling and presenting performance reports

  • Proven ability to manage escalations and deliver under SLAs

  • Familiarity with ServiceNow or similar case management systems

Technology Focus & Requirements:

  • Proficiency in utilizing Microsoft Office Suite, especially Excel, and ServiceNow

  • Experience in data analysis and reporting tools

  • Familiarity with Quality Management Systems

Job Timings: 9:00 PM - 6:00 AM

Zones Introduction:

For over 30 years, Zones has worked with industry-leading partners to offer comprehensive IT solutions to clients around the world. Our Workplace Modernization, Network Optimization, Data Center Transformation and Security Fortification solutions lead clients through their digital transformations, and our services offer support every step of the way

Zones offers a comprehensive Benefits package:
At Zones, we are committed to fostering an inclusive and diverse workplace. We provide comprehensive benefits to support our employees, including health insurance coverage for parents, spouse, and children, life insurance, pension fund scheme, EOBI, and on the house free quality food, gym, and much more. We embrace equal employment opportunity, free from discrimination based on various characteristics, and offer an exciting career immersed in an inventive, collaborative culture.

If you are enthusiastic about working on the cutting edge of IT innovation, sales, engineering, and operations, Zones is the perfect opportunity for you.

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