Network Incident Management Quality Assurance Analyst

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Job Description:

The Opportunity: 

We are seeking a detail-oriented ITIL Network Incident Management Quality Assurance Analyst to support the continuous improvement of our IT network incident management processes. The ideal candidate will work closely with the QA Lead to ensure network incident management practices align with ITIL standards and contribute to the overall quality of IT service delivery.

Responsibilities:

• Assist in developing and maintaining quality assurance standards and procedures for IT network incident management, aligned with ITIL framework.

• Conduct regular audits of incident records, documentation, and resolutions to ensure compliance with ITIL standards and internal procedures.

• Analyze incident data, metrics, and trends to identify areas for improvement in the incident management process.

• Support the training of IT staff on ITIL network incident management practices and quality assurance procedures.

• Participate in incident reviews and post-incident analyses to ensure lessons learned are captured and implemented.

• Help maintain and update incident management documentation, including best practices and standard operating procedures.

• Assist in the preparation of quality assurance reports and presentations for management review.

• Contribute to the optimization of incident management tools and systems.

• Collaborate with other ITSM process teams to ensure proper integration of incident management with related processes.

• Support continuous improvement initiatives within the incident management function.

Qualifications:

Required:

• TS/ SCI with Poly required

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience 

• 5 years of related work experience

• Strong understanding of network protocols, architectures, and technologies (e.g., TCP/IP, WAN/LAN) 

• 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 

Desired:  

• Working knowledge with ServiceNow 

• Advanced ITIL certifications or training 

• Knowledge of machine learning and AI applications in network management 

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