Network Problem Management Quality Assurance Analyst

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:

• Bachelors 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

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: