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CACI International Inc · 5 months ago

Network Request Fulfillment Quality Assurance Analyst

Sterling, VA

Full-time

Onsite

Mid, Senior Level

$87K/yr - $182K/yr

5+ years exp

CACI International Inc is seeking a detail-oriented Network Request Fulfillment Quality Assurance Analyst to ensure the quality and efficiency of network request fulfillment processes. This role involves monitoring, analyzing, and improving the quality of network request handling and fulfillment within the IT service management framework.

Information TechnologyService IndustrySoftware

Comp. & Benefits

No H1B

Security Clearance Required

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

Qualification

Networking conceptsITIL frameworkITSM toolsData analysis toolsITIL 4 certificationQuality management certificationsAnalytical skillsAttention to detailCommunication skillsInterpersonal skills

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

Preferred

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

Experience in data analysis and reporting

Familiarity with relevant regulatory requirements and industry standards

Benefits

Healthcare

Wellness

Financial

Retirement

Family support

Continuing education

Time off benefits

Company

CACI International Inc

Glassdoor4.0

At CACI International Inc (NYSE: CACI), our 25,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security.

Founded in 1962

Arlington, Virginia, USA

10001+ employees