Quality Assurance Spclst Iv

Position Title:

Quality Assurance Specialist IV   

Class/Group:

1413/B22

Military Occupation Specialty Code:

N/A

Fair Labor Standards Act Status:  

Exempt

Number of Vacancies:

1

Division/Section:

Chief Operations Office/Program Operations/CTS Service Fulfillment

Salary Range:

$4551.17 - $5833.33 monthly

Duration:

Regular

Hours Worked Weekly:     

40

Work Schedule:

This position may be eligible for flexible work hours and/or a hybrid work schedule if certain program guidelines are met; working arrangements may change at any time at the sole discretion of the agency.

Travel:

None

Agency Address: 

300 West 15th Street, #1300 / Austin, Texas 78701

Web site:

https://dir.texas.gov/

Refer Inquiries to:        

People and Culture Office     

Telephone:

(512) 463-5920 or (512) 475-4957

How To Apply:

• Select "Apply Online" to apply for the job at https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en

• You must create a CAPPS Career Section candidate profile or be logged in to apply.

• Update your profile and apply for the job by navigating through the pages and steps.

• Once ready, select "Submit" on the "Review and Submit" page.

• If you have problems accessing the CAPPS Career Section, please email the CAPPS Recruiting Help Desk at capps.recruiting@cpa.texas.gov

Special Instructions: 

• Applicants must provide in-depth information in the EXPERIENCE & CREDENTIALS section to demonstrate how they meet the position qualifications. Incomplete applications may result in disqualification.

• Resumes may be uploaded as an attachment but are not accepted in lieu of the information required in the EXPERIENCE & CREDENTIALS section of the application.

Interview Place/Time:

Candidates will be notified for appointments as determined by the selection committee.

Notice:

Section 651.005 of the Government Code requires males, ages 18 through 25 years, to provide proof of their Selective Service registration or proof of their exemption from the requirement as a condition of state employment.

Equal Opportunity Employer

The Department of Information Resources does not exclude anyone from consideration for recruitment, selection, appointment, training, promotion, retention, or any other personnel action, or deny any benefits or participation in programs or activities, which it sponsors on the grounds of race, color, national origin, sex, religion, age, or disability.  Please call 512-463-5920 to request reasonable accommodation.

What We Do

The Texas Department of Information Resources is the state agency charged with protecting the state's data and critical technology infrastructure, managing a multi-billion-dollar cooperative contracts program, and providing strategic technology leadership, solutions, and innovation to all levels of Texas government.  DIR is a fast-paced and collaborative environment with highly motivated and engaged employees dedicated to achieving the best value for the state.

Position Summary

The individual in this role will perform highly advanced Quality Assurance work.  Work involves overseeing the planning, development, and administration of Quality Assurance and compliance activities for Telecom Quality Assurance on the Communications Technology Services (CTS) Service Fulfillment Team in the Program Operations Division; includes evaluating and monitoring processes and procedures for all telecommunications functions within the Operations division.  Provides feedback on status to management and affected personnel, including reports on trouble tickets and escalations.  Ensures customer issues are addressed and corrective action is taken.  Works to improve customer satisfaction by providing effective communication to internal and external customers.  Works under minimal supervision with extensive latitude for the use of initiative and independent judgment.

• Oversees, plans, and administers quality control programs to ensure customer satisfaction and compliance activities.
• Works with customers, vendors, and DIR management to provide resolution of service discrepancies, includes providing escalation support for all telecommunications services. Notifies customers of DIR activities as appropriate
• Identifies and implements tools and training needed for telecommunications staff within the Operations division as new program policies and procedures are implemented or new programs are mandated; includes identifying and organizing appropriate staff with required skills and experience to accomplish assigned tasks.
• Works with the Network Operations Center (NOC) and monitors scheduled maintenance and outage notifications.
• Participates in the preparation and review of project plans, processes, and procedures; includes working with internal staff on creating and updating Standard Operating Procedures
• Monitors and reviews performance measures and Service Level Agreements (SLA) for the division; researches and produces quarterly SLA reports; monitors quality of work orders and trouble tickets and reports problems to management; includes reporting on trouble ticket workload and activity.
• Responsible for Change Control Calendar Notifications
• Performs other work-related duties as assigned.

Other Job Functions

• May assist in the design, development, and maintenance of various computer applications.
• May train others

Education

• Graduation from an accredited four-year college or university with major course work in computer science, computer information systems, business administration or related field. 
• Additional work-related experience may be substituted for education on a year-for-year basis.  High-school diploma required.

Experience and Training Required

• Minimum of three (3) years' experience in information technology and/or telecommunications
• Minimum of three (3) years' experience working directly with customers handling Quality Assurance activities, customer escalations and service level agreements
• Minimum of two (2) years' experience in Change Management
• Minimum of two (2) years' experience analyzing, recommending, and developing organizational policies, standards, and guidelines

Experience and Training Preferred

• Experience in Remedy (BMC Helix) ticket system and Configuration Management Database (CMDB)
• Experience generating operational reports.

Knowledge, Skills, and Abilities

• Working knowledge of basic telecommunication services 
• Knowledge of information technology equipment
• Knowledge of computer hardware and software
• Knowledge of telecommunications ticketing systems
• Skill in coordinating and solving complex problems.
• Skill in working with vendors and customers in troubleshooting issues.
• Demonstrated ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments.
• Ability to establish and maintain effective and cordial working relationships at all organizational levels, including agency management, direct supervisors, co-workers, internal and external customers.
• Ability to understand, follow and convey brief oral and/or written instructions.
• Ability to analyze systems and procedures.
• Ability to work in a fast-paced operational environment .
• Ability to communicate both verbally and in writing, in a clear and concise manner.
• Ability to work independently and as part of a team, and to support and contribute to a cohesive team environment.
• Ability to work under pressure and exacting schedules to complete assigned tasks.
• Ability to work a flexible schedule to meet required deadlines.
• Ability to comply with all agency policy and applicable laws.
• Ability to comply with all applicable safety rules, regulations, and standards.

Computer Skills

• Proficiency in the use of a computer and applicable software necessary to perform work assignments e.g., word processing, spreadsheets (Microsoft Office preferred).

Other Requirements

• Regular and punctual attendance at the workplace.
• Criminal background check.
• Some afterhours work required. 

Working Conditions

• Frequent use of computers, copiers, printers, and telephones.
• Frequent standing, walking, sitting, listening, and talking.
• Frequent work under stress, as a team member, and in direct contact with others.
• Occasional bending, stooping, lifting, and climbing.