Network Knowledge Management Quality Assurance Analyst

The Opportunity: We are seeking an experienced ITIL Network Knowledge Management Quality Assurance Analyst to join our IT service management team. The ideal candidate will ensure the quality accuracy and effectiveness of our network knowledge management processes in alignment with ITIL best practices.

Responsibilities:

• Assist in developing implementing and maintaining ITIL-based knowledge management processes for network operations
• Develop and enforce quality standards for network knowledge articles and documentation
• Monitor manage and maintain knowledge articles within ServiceNow
• Conduct regular audits of the knowledge management system to ensure compliance with customers policies procedures governance and ITIL guidelines
• Collaborate with network teams to capture validate and organize knowledge effectively
• Analyze and report on knowledge usage gaps and improvement opportunities
• Train staff on ITIL knowledge management practices and tools
• Ensure knowledge base articles are up-to-date relevant and easily accessible
• Implement continuous improvement initiatives for knowledge management processes
• Coordinate with change management and problem management teams to update knowledge based on incidents and changes
• Support continuous improvement initiatives within the incident management function.

Qualifications:

• Bachelors degree in Computer Science Information Technology or equivalent work experience
• 5 years of related work experience
• Good working knowledge of the Service Management workflows and ITSM processes
• ITIL V3 or 4 certification and training
• Working knowledge using ServiceNow
• Proficiency in data analysis and statistical methods
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills
• Ability to work in a fast-paced dynamic environment
• TS/SCI with Poly required

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 youll be part of a high-performing group dedicated to our customers 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. Youll 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 nations 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: