ITIL Network Knowledge QA Analyst

CACI; United States; On-site; USD 87,000 - 182,000; Full time

Job summary

CACI is seeking an experienced ITIL Network Knowledge Management Quality Assurance Analyst to join our IT service management team in the United States.

You will ensure quality and accuracy of network knowledge management processes, maintain articles in ServiceNow, and audit compliance with ITIL guidelines while collaborating with network teams.

This role requires a Bachelor's in CS/IT, 5+ years in IT service management, ITIL certs, and TS/SCI with Poly; local travel up to 10%.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
• 5+ years of related work experience.
• ITSM workflow knowledge.
• TS/SCI with Poly required.

Responsibilities

• Assist in developing ITIL-based knowledge management for network ops.
• Develop and enforce quality standards for knowledge articles.
• Monitor and maintain knowledge articles in ServiceNow.
• Audit knowledge management for policy and governance compliance.
• Collaborate with network teams to organize knowledge.
• Analyze knowledge usage and identify improvements.
• Train staff on ITIL knowledge management practices.
• Ensure knowledge base articles are up-to-date and accessible.
• Implement continuous improvement initiatives for knowledge management processes.
• Coordinate with change and problem management to update knowledge.
• Support continual improvement within the incident management function.

Skills

ITIL knowledge

Data analysis

Statistical methods

Strong communication

Problem solving

Team collaboration

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

Job description

CACI is seeking an experienced ITIL Network Knowledge Management Quality Assurance Analyst to join our IT service management team in the United States.

You will ensure quality and accuracy of network knowledge management processes, maintain articles in ServiceNow, and audit compliance with ITIL guidelines while collaborating with network teams.

This role requires a Bachelor's in CS/IT, 5+ years in IT service management, ITIL certs, and TS/SCI with Poly; local travel up to 10%.