Network Incident Management Quality Assurance Analyst

SA Photonics, a CACI Company; Sterling (VA); On-site; USD 78,000 - 166,000; Full time

Job summary

A leading company in the defense and space manufacturing sector seeks a Network Incident Management Quality Assurance Analyst. This role involves ensuring compliance with ITIL standards and improving incident management processes. Ideal candidates will have a strong background in ITIL methodologies, experience with network protocols, and a commitment to quality assurance in IT service delivery.

Qualifications

• 5+ years of related work experience required.
• Strong understanding of ITIL standards.
• TS/SCI with Polygraph clearance mandatory.

Responsibilities

• Develop and maintain quality assurance standards for IT network incident management.
• Conduct audits of incident records to ensure compliance with ITIL standards.
• Analyze incident data to identify areas for improvement.

Skills

Network protocols

Data analysis

Problem-solving

Interpersonal skills

Education

Bachelor's degree in Computer Science

Tools

ServiceNow

Network monitoring tools

Job description

Network Incident Management Quality Assurance Analyst

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Network Incident Management Quality Assurance Analyst

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Join to apply for the Network Incident Management Quality Assurance Analyst role at SA Photonics, a CACI Company

Job Profile

Business/Systems Analysis T3

JR Type

Evergreen

Job Category

Information Technology

Minimum Clearance Required To Start

TS/SCI with Polygraph

Percentage Of Travel Required

Up to 10%

Type Of Travel

Continental US

Program/Opportunity Name

Opportunity | NRO Broadside 2.0

Referral Bonus Plan

* * *

Job Description

The Opportunity:

We are seeking a detail-oriented ITIL Network Incident Management Quality Assurance Analyst to support the continuous improvement of our IT network incident management processes. The ideal candidate will work closely with the QA Lead to ensure network incident management practices align with ITIL standards and contribute to the overall quality of IT service delivery.

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.
  
  

Qualifications

Required:

• TS/ SCI with CI 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
  
  

Desired

• Working knowledge with ServiceNow
• Advanced ITIL certifications or training
• Knowledge of machine learning and AI applications in network management
  
  

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

$78,700 - $165,300

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Quality Assurance

• Industries

  Defense and Space Manufacturing

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