Senior IT Engineer_Quality Assurance, Knowledge & Process Mgt

A. Quality Assurance (QA) Develop QA program, sampling, and calibration; perform audits and publish dashboards; coach to improve behaviors and outcomes. Establish a defect taxonomy and root‑cause library; drive CAPA and verify effectiveness. Govern content lifecycle, metadata/taxonomy and findability; manage templates and style guide. Run author enablement/training and peer review; track reuse/deflection and knowledge impact on FCR/FTF Bachelor's degree in Information Technology/Information Services or related field with more than 5 years in Quality Assurance, Knowledge & Process Management within IT services Strong ITIL working knowledge is required Prior experience handling ServiceNow Knowledge & Reporting; SharePoint/Confluence Proficiency in Tool Stack & following Platforms : ServiceNow (Incidents/Requests, Knowledge, Performance Analytics, HAM Pro, SAM Pro, CMDB), Endpoint mgt (Microsoft Intune/Autopilot, ConfigMgr (SCCM); Jamf), Identity/Security: Entra ID (Azure AD), Microsoft Defender for Endpoint, BitLocker; MFA, Productivity/Collab: Microsoft 365 (Teams/Outlook/SharePoint); Conferencing/AV incl. Teams Rooms Strong understanding of process mapping & requirement gathering Strong analytical & problem-solving skills Excellent verbal & written communication skills Collaborate effectively with cross-functional teams Strong organizational & time management skills Attention to details ITIL® Foundation; KCS® Practices; Lean/Six Sigma familiarity; experience with DEX metrics and author enablement