Company Overview
Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.
Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.
Job Overview
We are seeking a meticulous and detail-oriented Quality Assurance Specialist to join our team. The ideal candidate will be responsible for ensuring the accuracy, consistency, and compliance of various operational processes within the organization. This role will primarily focus on conducting QA audits on Incident Management team P1 records, reviewing Network team RCAs and Changes, and maintaining up-to-date Standard Operating Procedures (SOPs). Additionally, the Quality Assurance Specialist will collaborate with stakeholders to ensure that documentation reflects the current direction and requirements of Customer.
Key Responsibilities:
- QA Audits:
- Perform regular audits on Incident Management team P1 records to ensure accuracy, completeness, and adherence to established protocols and standards.
- Identify and escalate any discrepancies or issues found during the audit process for resolution.
- Review and Analysis:
- Review Network team Root Cause Analyses (RCAs), Changes, and other relevant documentation to identify trends, areas for improvement, and potential risks.
- Provide feedback and recommendations to relevant teams based on the findings of reviews and analyses.
- Standard Operating Procedures (SOPs):
- Own the auditing of SOPs on a regular basis to ensure they are current, accurate, and aligned with organizational policies and procedures.
- Update SOPs as necessary based on evolving requirements and direction from Customer, obtaining review and approval from relevant stakeholders.
- Documentation Management:
- Maintain documentation related to the current sources of truth, including branch information, circuit information, and other relevant data.
- Ensure documentation is organized, up-to-date, and accessible to authorized personnel as needed.
Qualifications:
- Bachelor's degree in a relevant field or equivalent work experience.
- Proven experience in Quality Assurance, preferably in a technology or operational environment.
- Strong attention to detail and analytical skills, with the ability to identify discrepancies and patterns.
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
- Familiarity with incident management processes, network operations, and standard operating procedures.
- Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.
- Proficiency in documentation management tools and software applications.
Preferred Qualifications:
- Certification in Quality Assurance or related field (e.g., Six Sigma, ISO standards).
- Experience with auditing tools and methodologies.
Compensation
Estimated Pay Range: Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.
Our Commitment to Diversity & Inclusion
At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.
Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.
We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.
This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.
