Ticket Quality Assurance Manager - Assistant Manager

At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team!!

Ticket Quality Assurance Manager - Assistant Manager

Responsible for the execution, training, and governance of the Ticket Quality Management Process. This includes operating the defined and agreed ticket quality management audit processes, reviewing the effectiveness and efficiency of the process, performing weekly process audits, and metrics reporting as needed.

Responsibilities

Manages weekly ticket quality audit reviews.

In coordination with the Service Management leader, and using ITIL Continual Improvement process, this role provides the description, mission statement, roadmap, strategy, process objectives, and metrics to measure success and provide regular metrics reporting.

Interfaces with other processes and/or business functions to ensure processes are put in place to capture data, information, and knowledge and leverage benefits of the ticket quality reviews.

Audits and manages the ticket quality process and reports to the Service Management leader.

Schedules and manages Ticket Quality Review meetings.

Schedules and manages Ticket Quality Improvement meetings using the ITIL Continual Improvement Practice guidelines.

Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessary.

Reports Ticket Quality activities to the Service Management leader.

Produces management reports and maintains applicable dashboards.

Responsible for providing global training on the ticket quality process/policy.

Regular Tasks

Daily

Completes ticket reviews including scheduling, documenting, and providing improvements based upon feedback.

Manages a ticket quality engineer.

Adds/Reviews/Tests Continual Improvement Items.

Weekly

Metrics Reporting.

Monthly

Provides Ticket Quality Review Management Statistics (Monthly PowerPoint).

Updates accomplishments for the month and upcoming goals.

Ongoing

Provides training as needed.

Supports audits as needed.

Qualifications and Education Requirements

Experience performing/leading ticket quality reviews.

Experience using the ServiceNow Knowledge Management System.

ITIL 4 Foundational Training.

Self-starter and independent thinker.

Strong ability to interface between teams and understand business processes.

Incident Management/Service Management Experience.

Experience reporting and providing ticket metrics analysis data - SLA, SLO, MTTR, MTBF.

Preferred Skills

ITIL Continual Improvement experience.

Service Request Management experience.

Experience providing group training.

Experience creating/managing Global Policies.

Proven experience liaising between business areas.

One or more years of report design creation experience, preferably in ServiceNow.

Additional Notes

This role will work and liaise between various teams across the Navisite organization. A solid understanding of Navisite business processes will be used to drive continual improvement initiatives across the Navisite organization.

NAVISITE - Part of Accenture, is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees. Navisite does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.

Internal Applicants – No sponsorship available / External Applicants – Sponsorship not guaranteed. Any potential sponsorship depends on a number of factors, including but not limited to the local candidate pool and can vary from year to year.

You must ensure compliance with data protection legislation under the DPA, EU GDPR, any other ​applicable ​data protection legislation​.