Network Request Fulfillment Quality Assurance Analyst

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Job Description:

The Opportunity:

We are seeking a detail-oriented Network Request Fulfillment Quality Assurance Analyst to ensure the quality and efficiency of our network request fulfillment processes. This role will be responsible for monitoring, analyzing, and improving the quality of network request handling and fulfillment within our IT service management framework.

Responsibilities:

• Conduct regular audits of network request fulfillment processes to ensure compliance with established standards and procedures.

• Analyze request fulfillment data to identify trends, patterns, and areas for improvement.

• Develop and maintain quality metrics and key performance indicators (KPIs) for network request fulfillment.

• Perform quality checks on completed network requests to ensure accuracy and completeness.

• Develop and maintain dashboards in ServiceNow to monitor the performance of request fulfillment processes, identify improvements, and work with developers to implement updates to request fulfillment processes.

• Collaborate with the request fulfillment team to implement process improvements based on quality analysis findings.

• Assist in developing and updating standard operating procedures (SOPs) for network request handling.

• Prepare regular reports on quality metrics, audit findings, and improvement recommendations.

• Participate in root cause analysis of recurring issues or deviations from quality standards.

• Support the development and maintenance of a knowledge base for common network requests and solutions.

• Assist in training team members on quality standards and best practices in request fulfillment.

• Contribute to continuous improvement initiatives within the network request fulfillment process.

• Stay current with industry best practices in IT service management and quality assurance

Qualifications:

Required:

• Bachelor's degree in Computer Science, Information Technology, or related field  

• 5 years of work related experience 

• TS/SCI with Poly required 

• Understanding of networking concepts and technologies

• Familiarity with ITIL framework and IT service management principles

• Experience with ITSM tools and ticketing systems

• Strong analytical and problem-solving skills

• Excellent attention to detail

• Good communication and interpersonal skills

• Proficiency in data analysis and reporting tools

• ITIL 4 certification

Desired:  

• Additional quality management certifications (e.g., Six Sigma) preferred

• Experience in data analysis and reporting

• Familiarity with relevant regulatory requirements and industry standards

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