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CACI International Inc · 4 months ago

Network Incident Management 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 ITIL Network Incident Management Quality Assurance Analyst to support the continuous improvement of their IT network incident management processes. The role involves ensuring compliance with ITIL standards, conducting audits, and analyzing incident data to enhance service delivery quality.

Information TechnologyService IndustrySoftware

Comp. & Benefits

No H1B

Security Clearance Required

U.S. Citizen Only

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

Qualification

ITIL V34 certificationNetwork protocols knowledgeServiceNow knowledgeData analysis proficiencyMachine learning knowledgeProblem-solving skillsCommunication skillsInterpersonal skills

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

Preferred

Working knowledge with ServiceNow

Advanced ITIL certifications or training

Knowledge of machine learning and AI applications in network management

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