The Quality Assurance (QA) Specialist is responsible for ensuring the reliability, performance, and integrity of software and IT services. This role focuses on aligning technical testing with established ITIL frameworks to ensure seamless service delivery and continuous improvement. The ideal candidate will bridge the gap between development and IT operations, ensuring that every release is stable, documented, and fully integrated into the enterprise service lifecycle.
Key Responsibilities
• ITIL Framework Alignment: Integrate QA processes within the Service Design and Service Transition phases of the ITIL lifecycle. Ensure all changes are verified against service-level agreements (SLAs).
• Test Strategy & Design: Develop and execute comprehensive test plans, including manual, automated, and regression testing, to ensure that system updates do not disrupt existing business services.
• Release & Deployment Management: Work closely with the IT infrastructure team to validate releases, ensuring that deployment packages are error-free and meet documented acceptance criteria.
• Defect Tracking & Reporting: Utilize JIRA to document, prioritize, and track software defects and system performance issues from discovery through to resolution.
• Change Management Support: Participate in Change Advisory Board (CAB) reviews to provide quality assessments and risk analysis for proposed system changes.
• Incident & Problem Management: Assist in root cause analysis (RCA) for recurring service incidents to identify quality gaps and suggest long-term structural improvements.
• Process Documentation: Maintain rigorous documentation of testing procedures, results, and quality metrics to support audit readiness and knowledge management.
Qualifications & Skills Technical Requirements
• Experience: 3+ years in a Software QA or IT Quality Management role.
• ITIL Proficiency: Strong working knowledge of the ITIL 4 framework (Foundations certification preferred).
• Tooling: Hands-on experience with JIRA, ServiceNow, or similar ITSM and project management platforms.
• Testing Skills: Proficiency in automated testing tools (e.g., Selenium) and API testing.
Core Competencies
• Service-Oriented Mindset: A focus on how software quality impacts the end-user and overall business operations.
• Meticulous Attention to Detail: Ability to spot inconsistencies in complex system workflows and documentation.
• Professional Communication: Excellent written skills for drafting clear technical reports, process updates, and formal management briefings.
• Adaptive Scheduling: Ability to support operational cycles that may align with various time zones, including US EST.
• Collaboration: Ability to work effectively with developers, admins, business analysts, support teams, and leadership.
Education & Certifications:
• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• Preferred: ITIL v4 Foundation Certification.
• Preferred: ISTQB (International Software Testing Qualifications Board) or similar QA certification.