Network Request Fulfillment Quality Assurance Lead

Job Profile:

JR Type:

Job Category:

Minimum Clearance Required to Start:

Percentage of Travel Required:

Type of Travel:

Program/Opportunity Name:

Referral Bonus Plan:

Job Description:

The Opportunity:  We are seeking a detail-oriented and experienced Network Request Fulfillment Quality Assurance Lead to ensure the highest standards of quality in our network request fulfillment processes. This role will be responsible for developing, implementing, and maintaining quality assurance procedures within the IT Service Management (ITSM) framework, focusing on network request fulfillment.

Responsibilities:

• Develop and implement quality assurance processes and standards for network request fulfillment within the ITSM framework.
• Design and conduct regular audits of network request fulfillment processes to ensure compliance with ITSM best practices and customer policies.
• Analyze quality metrics and key performance indicators (KPIs) to identify areas for improvement in the request fulfillment process.
• Collaborate with the Network Request Fulfillment team to implement corrective actions and process improvements based on QA findings.
• 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.
• Develop and maintain documentation for quality assurance procedures, including test plans, checklists, and reporting templates.
• Provide regular reports on quality assurance activities, findings, and recommendations to senior management.
• Work closely with ITSM process owners to ensure alignment of quality assurance activities with overall service management objectives.
• Lead training initiatives to educate team members on quality standards and best practices in network request fulfillment.
• Stay current with industry trends and best practices in ITSM and quality assurance methodologies.
• Collaborate with other IT teams to ensure end-to-end quality in the request fulfillment process.
• Manage and mentor quality assurance team members, if applicable.
• Participate in continuous improvement initiatives to enhance the overall quality of ITSM processes

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field  
• 10 years of work related experience 
• TS/SCI with Poly required 
• Strong understanding of ITIL framework and ITSM principles
• Proven experience in developing and implementing quality assurance processes in an IT environment
• In-depth knowledge of networking concepts and technologies
• Experience with ITSM tools and platforms (e.g., ServiceNow, BMC Remedy)
• Strong analytical and problem-solving skills
• Excellent attention to detail and ability to manage multiple priorities
• Outstanding communication and interpersonal skills
• 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 : $120,800 - $265,800