Specialist: Quality Assurance and Problem Management

To execute quality assurance activities and manage the end-to-end lifecycle of problems across the Carrier business from site feasibility assessments to site monitoring & support, ensuring that service quality is upheld, that recurring service failures are proactively identified and addressed, and that a culture of continual improvement is reinforced through evidence-based analysis and accurate documentation of Standard Operating Procedures (SOPs)

Requirements

• Minimum 2–3 years of demonstrated experience in a Quality Assurance, Problem Management, or closely related ITSM role within a medium-to-large IT service environment.
• Solid working knowledge of ITIL 4 practices, with particular depth in Problem Management and Continual Improvement;
• Proven ability to conduct structured root cause analysis using recognised methodologies;
• Working knowledge of quality management systems (ISO 9001, AS9100, etc.);
• Experience managing and maintaining a Known Error Database (KEDB) within a live ITSM environment;
• Experience developing and implementing quality control plans;
• Service management certification e.g., ITIL Practioner or ITIL Life cycles;
• Exposure to Lean, Six Sigma, or other process improvement methodologies.
• Experience with data visualisation or reporting tools (e.g. Power BI, Tableau, or equivalent) for the presentation of service quality metrics;
• Strong analytical mindset with high attention to detail;
• Excellent written communication skills;
• Effective verbal communication and stakeholder engagement skills;
• Organised and methodical approach to work, with the ability to manage multiple concurrent tasks and deliverables without loss of quality;
• Demonstrated ability to work autonomously as an individual contributor, taking initiative and managing workload without requiring close supervision.

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan