Senior Analyst (Knowledge)

About QBE, LLC

QBE, LLC is a mission-focused technology and security solutions provider supporting defense and federal customers worldwide. We deliver high-impact capabilities where precision, accountability, and technical excellence directly support national-level objectives.

The Senior Analyst (Knowledge) provides acquisition support, contract support, fielding management, quality assurance surveillance plan (QASP) operations, government furnished equipment (GFE) provisioning, project management, communications, and engineering services to the NETCOM AESMP Requirements Manager, AESMP System Owner and the AESD Operations Manager.

RESPONSIBILITIES:

• Review, track and manage knowledge articles through the knowledge article submission process, assisting with requirements gathering, overseeing the onboarding of new services to the Army Enterprise Service Desk/Army Enterprise Service Management Platform (AESD/AESMP) 
• Report/provide trend analysis to leadership on AESD Service Level Agreements (SLAs) and Knowledge Management (KM) metrics; verify and validate the delivery of daily, weekly, and monthly contract deliverable reports to ensure completeness
• Act as the AESD / SETA operational support liaison to NETCOM and the Army for A365 Teams, SharePoint Online (SPO), Exchange Online (EXO), One Drive and other A365 Suite of applications
• Provide direct operational support to the AESD (Tier 1 Service Desk) and AESMP (ServiceNow) Operations 
• Conduct or support requirements analysis, design, development, performance measurement, procurement, lease, outsourcing, verification and validation, certification and accreditation, installation, transition, operations, support, and, where applicable, disposal by applying technical as well as program/project management skills. 
• Review and validate the delivery of AESD and AESMP Contract Deliverables (CDRLs) to ensure compliance on behalf of the government and report discrepancies and non-compliant areas
• Conduct AESMP ticket quality review and call listening audits to ensure that all agents are in compliance with the AESD and AESMP Performance Work Statement (PWS) requirements

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 REQUIRED EXPERIENCE:

• BA in Computer Science, Engineering. Information Services or an equivalent combination of education and relevant experience is required
• Minimum of 10 years of experience as a full time IT professional successfully leading, guiding, and directing program/projects.
• Knowledge Management process experience
• Familiar with Agile development processes.
• Ability to lead technical planning and management meetings to achieve user requirements, including future modifications, scope changes and sustainment planning.
• 3+ years of experience using the Remedy or ServiceNow ITSM tool.
• Working knowledge and understanding of Amazon Connect telephony system.  
• 3+ years of experience diagnosing and documenting problems by evaluating system performance metrics and working with system owner and mission contractor towards resolution. 
• Demonstrated leadership ability.
• Excellent writing skills and ability to communicate effectively.
• Knowledge of Project Management methodologies. A good understanding of the IT Service Management Model, including industry best practices for ITIL processes and success factors/KPIs.
• US Citizenship is required
• Must have an active Secret security clearance
• Able to travel up to 10 percent
• Position is remote/telecommute based, 90 percent teleworking

DESIRED EXPERIENCE:

• ITIL Foundation Certification
• Strong working knowledge of large, complex Service Desk or call center operational environments
• Staff experience researching and writing white papers, compliance reports and assessment reports in support of activities for defining policy.
• Ability to develop briefing materials, provide administrative and logistics support

Equal Opportunity Employment Statement

QBE is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender, gender-identity and/or expression, age, disability, Veteran status, genetic information, pregnancy (including childbirth, lactation, or related medical conditions), marital status, neurodivergence, ethnicity, ancestry, caste, military/uniformed service-member status, or any other characteristic protected by applicable law.