Network Problem Management Quality Assurance Analyst

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Job Description:

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

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