CMMI Institute is dedicated to elevating organizational performance through best-in-class solutions to real-world challenges. The Institute is the home of the Capability Maturity Model Integration (CMMI) for Development, Services, and Acquisition; the People Capability Maturity Model; and the Data Management Maturity Model which are process improvement models that create high-performance, high-maturity cultures. The models are used in thousands of organizations worldwide to deliver business results that serve as differentiators in the global market.
As a member of the Quality Department, analysts provide CMMI Model and appraisal Method support for certified professionals by conducting quality reviews on SCAMPI appraisals, CMMI course deliveries, certification renewals, permission to use intellectual property and ethics and compliance issues. The Quality Department is responsible for protecting the CMMI Brand; analysts must assess the nature of product or service issues and resolve basic and complex technical and support problems.
Respond to customer inquiries received via the telephone and internet (e.g. instant message, email or databases); supporting the CMMI Institute Appraisal Program user community and customers, and for making sure that their needs are met, or at a minimum they have been communicated to and are understood by the responsible group within the CMMI initiative
Researches, analyzes, and monitors customer needs and responds appropriately
Move customer to tier 2 product support for extremely complex technical or support problems
Maintain log of product issues for product development
Work without supervision with extensive latitude for independent judgment
May assist less experienced peers
Monitor compliance of policies and procedures by assisting the quality manager in reviewing non-compliance and ethics issues to resolution
Other duties may be assigned
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Determines own priorities and may deviate from established procedures as long as results meet performance objectives and established goals. To perform this job successfully, an individual should have knowledge of the MS Office product suite.
Bachelor’s degree or equivalent
CMMI Experience preferred
Chinese language skills a plus
Initiative - volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent action and asks for and offers help when needed.
Adaptability - adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Communication - uses writing effectively to express thoughts and instructions clearly; tailor writing style to audience; organizes and expresses complex ideas.
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. The noise level in the work environment is usually moderate. Work is usually performed in an office setting. There will be close contact with a computer for long periods of time. Evening and weekend hours may occasionally be required depending on deadlines. Travel within the United States and outside of the United States may occasionally be necessary depending upon customer needs.
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. This is normally a sedentary position with some mobility, i.e., able to travel.
The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor