Company DescriptionThe Net America Corporation is a Woman-owned firm specializing in Multi-Channel Contact Centers & Help Desk Services, IT/Software Engineering & Development, Organizational & Program Management, Peer Review & Grants Management and Conference & Logistics Support.Job DescriptionJob Description:The net.AMERICA Corporation is seeking Quality Control Analyst to support a single point-of-contact service desk for all end user IT- related incidents and service requests. The service desk will be responsible for managing and executing all incident management and request fulfillment processes in accordance with ITIL best practices.• Process Improvement Owner: Lead, mentor and improve in the different software development processes to ensure traceability, from network/service desk requirements. • OLA Management: Responsible for the support and delivery of IT services to customers between Service Desk 1st and 2nd level support service/software maintenance/network management. • SLA Management Monitoring: Monitor the quality of the organization’s procedures and internal parameters and those relating to users' perceptions.• Quality Control: Leads, participates, executes Quality Control Assurance ITIL Best Practices both from an operational and change management perspective.• KPI Monitoring: Assess if the project’s strategic plan or operational plan is successful and establish indicators that could give a measurable indication as to the success of the strategy.• Change Management: Keeps track of all changes that are made throughout the duration of a project through careful testing and enforcing adherence to a defined change management process.• Data Analysis: Utilize analytical and data management tools, performs data creation, management, analysis and troubleshooting activities in support of the IT services project.QualificationsExperience and Education Required:• Bachelor’s Degree in Business Administration, Computer Science or related field• Minimum of 4 years in a service desk environment• Minimum of 3 years of experience in HDI/ITIL audit support• Minimum 2 years teaching/training experience • ITIL Certification Preferred Certifications:• HDI CertificationAdditional InformationWe look forward to receiving your application! Please indicate salary requirements in cover letter. The Net. America Corporation offers a generous comprehensive benefits package. The net.AMERICA Corporation is an Equal Opportunity EmployerAll information will be kept confidential according to EEO guidelines.