Continuous Service Improvement Management Analyst

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Job Description:

The Opportunity:  We are seeking an experienced and dynamic Continuous Service Improvement Management Lead to drive our organization's efforts in enhancing service quality, efficiency, and customer satisfaction. The ideal candidate will lead initiatives to identify, implement, and measure improvements across our service delivery processes.

Responsibilities:

• Assist the lead in providing continuous service improvement (CSI) management across the program 
• Develop and maintain performance metrics in accordance with the CSI approach  
• Raises issues, questions and concerns; Validates results, reports discrepancies, and follows through to ensure that all issues are resolved 
• Design and implement CSI initiatives 
• Monitor and analyze CSI performance data to identify trends and potential issues 
• Collaborate across the program to identify and implement improvements 
• Develop and maintain documentation for CSI processes and procedures 
• Create and present regular reports on CSI initiatives and quality metrics to stakeholders 
• Identify and implement best practices
• Participate in CSI planning and projects 

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 
• Strong understanding of network protocols, architectures, and technologies (e.g., TCP/IP, MPLS, SDN) 
• Good working knowledge of the Service Management workflows and ITSM processes  
• ITIL V3 or 4 certification and training   
• Experience with network monitoring and performance management tools 
• 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 

Desired:

• ITIL Foundation Certification

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. Learn more here.

The proposed salary range for this position is:

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.

Salary : $86,600 - $181,800