Network Problem Management Quality Assurance Analyst

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity:  We are seeking a detail-oriented ITIL Network Problem Management Quality Assurance Analyst to support our IT service management processes. The successful candidate will be responsible for ensuring the quality and effectiveness of our problem management activities, conducting audits, and contributing to continuous improvement efforts.

Responsibilities:

• Perform regular quality checks on problem management processes and documentation
• Conduct audits to ensure compliance with ITIL standards and internal procedures
• Analyze problem management data and metrics to identify trends and areas for improvement
• Assist in root cause analysis sessions for network-related problems
• Verify proper categorization and documentation of network issues
• Support the development and maintenance of quality standards for problem management
• Participate in the creation of reports on problem management performance
• Contribute to the implementation of quality improvement initiatives
• Assist in training team members on ITIL problem management best practices
• Collaborate with network teams to ensure adherence to quality standards

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
• 5+ years of experience in network operations, quality assurance, or related roles 
• TS/SCI with Poly required
• ITIL V3 or 4 certification and training 
• Good working knowledge of the Service Management workflows and ITSM processes 
• Experience with major ITSM platforms (e.g., ServiceNow, BMC Remedy)
• Knowledge of network technologies and protocols
• Experience with quality assurance methodologies and auditing processes
• Excellent analytical and problem-solving skills
• Strong leadership and team collaboration abilities
• Outstanding communication and reporting skills
• Proficiency in ITSM tools and data analysis software 

Desired:  

• ITIL certification in Problem Management

This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.

What You Can Expect:

 A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is: