Job Description

Edgewater Federal Solutions is seeking a Program Quality & Process Analyst and to support a major national laboratory.

The Quality & Process Specialist is responsible for executing, maintaining, and enforcing quality standards, documentation practices, and operational processes across the program. This role ensures alignment with contractual requirements, governance standards, and performance expectations through the consistent application of established quality assurance and quality control practices, process standards, and documentation frameworks.

Reporting to the Client Delivery Director, this role works closely with program leadership to support quality oversight, process governance, and continuous improvement initiatives across the program.

The position operates cross-functionally with service delivery teams and customer stakeholders to ensure adherence to defined processes and standards, identify gaps, and support the execution and tracking of continuous improvement initiatives.

The role is responsible for establishing and enforcing quality standards, conducting service quality reviews, and ensuring all operational processes are documented, standardized, and consistently followed in alignment with contractual requirements. It executes established quality controls, templates, and governance structures, and performs quality activities across deliverables, communications, and operational outputs to ensure consistency, accuracy, and compliance.

Responsibilities include documenting, developing, and maintaining Standard Operating Procedures (SOPs) and operational processes; creating and managing detailed process workflow documentation using tools such as Visio or similar platforms; and supporting knowledge management practices, including the creation, review, and maintenance of knowledge articles. The role also ensures consistency in documentation standards, including naming conventions, formatting, and version control across all program artifacts.

Additionally, the position supports performance analysis, KPI and service metric tracking, and reporting, and maintains visibility into innovation and continuous improvement efforts by documenting, tracking, and reporting on related activities and outcomes.

Responsibilities

• Conduct Quality Assurance and Quality Control activities, including reviewing and validating program communications, reports, knowledge articles, and deliverables to ensure accuracy, clarity, consistency, and alignment with established standards
• Perform service quality reviews and audits (e.g., ticket reviews, deliverable assessments) to ensure adherence to SLAs, SOPs, and contractual requirements
• Execute and enforce established quality controls, templates, and governance structures across program deliverables and operational activities
• Ensure adherence to defined processes, standards, and quality expectations through ongoing QA reviews, audits, and monitoring activities
• Assist in development, documenting, and maintaining Standard Operating Procedures (SOPs), operational processes, and playbooks to ensure accuracy, accessibility, and consistency across service delivery
• Create and manage detailed process workflow documentation using tools such as Visio or similar platforms to support standardization, training, and operational consistency
• Contribute to the development, review, and maintaining knowledge articles and support knowledge management practices to ensure usability, accuracy, and alignment with service delivery processes
• Establish and enforce documentation standards, including naming conventions, formatting, version control, and consistency across all program artifacts
• Assist in the documentation, standardization, and maintenance of end-to-end operational processes across service areas (Service Desk, Desktop, Endpoint, Asset, AV/VTC, Cyber Support, Incident, Change, Problem, etc.)
• Collaborate with service delivery teams and functional leads to ensure process adherence, validate workflows, and identify gaps and opportunities for improvement
• Document and track service improvement and innovation initiatives, including maintaining visibility into actions, progress, and outcomes
• Maintain and track the service improvement backlog, ensuring items are documented, prioritized, and followed through to completion
• Support onboarding and transition activities by ensuring process documentation, SOPs, workflows, and quality controls are established and maintained
• Capture, structure, and maintain meeting notes, including decisions, action items, risks, and follow-ups, ensuring alignment and accountability across stakeholders
• Support the preparation of recurring and ad hoc reports, dashboards, and summaries for leadership, ensuring accuracy, clarity, and alignment with program objectives
• Support KPI and service metric tracking, reporting, and performance analysis in collaboration with program leadership and service management
• Support analysis of ticket trends, service metrics, and customer feedback in collaboration with the Service Manager to contribute to data-driven insights and recommendations, as needed
• Support onboarding and ongoing training efforts by ensuring SOPs, process workflows, and knowledge materials are clear, accessible, and aligned to service delivery practices; assist in reinforcing process understanding and adoption across teams
• Perform other duties as assigned to support program operations, reporting, and continuous improvement initiatives

Qualifications

• Bachelor’s degree preferred; equivalent experience accepted.
• Minimum of 6 years’ experience (or 2 – 4 with advanced degree).
• 2–5 years of experience in IT support, service desk, desktop support, business analysis, or process/documentation-focused roles.
• Working knowledge of IT support environments (service desk, desktop support, endpoint support) strongly preferred.
• Strong writing, editing, and documentation skills with high attention to detail.
• Ability to organize information, manage multiple priorities, and follow through independently.
• Strong communication skills with the ability to work across technical and non-technical teams.
• TECHNOLOGY & TOOLS: ServiceNow/Freshworks or similar ITSM platform (preferred), Visio/Lucidchart, Power BI (preferred), Microsoft Excel (required; strong proficiency preferred), Visio (process mapping), SharePoint / Teams (documentation and collaboration), knowledge of Jira and MS Project/ Planner
• ADDITIONAL / PLUS EXPERIENCE: ServiceNow Knowledge/Problem modules, Tableau, SQL basics

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, keyboard, and standard office equipment. 
• Specific vision abilities required by this job include close vision requirements due to computer work. 
• The employee must occasionally lift and/or move up to fifteen (15) pounds. 
• Fine hand manipulation (keyboarding). 

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Exposure to general office conditions while conducting office duties
• Moderate noise (i.e., business office with computers, phone, and printers, light traffic)

Benefits:

• Competitive salary: $75,000 - $85,000
• Vacation Pay & Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance, and AD&D
• Flexible Spending Accounts
• 401K with employer matching contribution
• Tuition and Education Reimbursement
• Exercise Reimbursement
• Tech Reimbursement
• Employee Assistance Program
• Opportunities for professional development and growth
• Collaborative and dynamic work environment

About Us:

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law. #LI-KM1