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Sterling, Virginia, United States
Onsite
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
What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.
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.
The proposed salary range for this position is:
$86,600 - $181,800