QA Specialist – Service Management Quality (Journeyman)

Overview DecisionPoint seeks a Journeyman QA Specialist to provide service-management quality assurance for the USMEPCOM ENLIST program. This role supports the Information Technology Service Management Plan and Service Management System by validating process implementation, standard operating procedure adherence, SLA/SLO performance, service quality, operational reporting, and continual-improvement activities across the program. The QA Specialist will conduct process audits, analyze performance trends, identify systemic service-management gaps, and verify that corrective actions achieve their intended results. The successful candidate will work with service owners, process owners, technical teams, program leadership, and Government stakeholders to strengthen service quality and support the program’s progression toward ITIL Version 5 practices. This position is remote, with preference given to candidates located in or near Chicago. Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid. Duties & Responsibilities The QA Specialist will: Support development, implementation, maintenance, and quality assurance of the program Information Technology Service Management Plan. Assess the effectiveness and consistency of the Service Management System, supporting policies, processes, roles, responsibilities, technologies, and controls. Verify that ITSM processes are documented, repeatable, measur