Network Knowledge Management QA Analyst (ITIL/ServiceNow)

CACI; Springfield (VA); 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. The role focuses on ensuring the quality, accuracy, and effectiveness of network knowledge management processes in alignment with ITIL best practices.

You will audit knowledge articles, collaborate with network teams, and drive improvements to keep documentation up-to-date while supporting incident and change management activities.

Qualifications

• Bachelor's degree in Computer Science or Information Technology, or equivalent.
• At least 5 years of related IT/network knowledge management experience.
• ITIL V3 or 4 certification and training; ServiceNow proficiency.
• Strong data analysis, statistics, and problem-solving abilities.
• Excellent communication and collaboration skills; able to work in a fast-paced environment.
• TS/SCI with Poly required.

Responsibilities

• Develop and maintain ITIL-based knowledge management processes for network operations.
• Develop and enforce quality standards for knowledge articles and documentation.
• Monitor, manage, and maintain knowledge articles within ServiceNow.
• Conduct regular audits to ensure compliance with customer policies, procedures, governance and ITIL guidelines.
• Collaborate with network teams to capture, validate, and organize knowledge effectively.
• Analyze and report on knowledge usage, gaps, and improvement opportunities.
• Train staff on ITIL knowledge management practices and tools.
• Ensure knowledge base articles are up-to-date, relevant, and accessible.
• Implement continuous improvement initiatives for knowledge management processes.
• Coordinate with change management and problem management to update knowledge after incidents and changes.
• Support continuous improvement initiatives within the incident management function.

Skills

ITIL knowledge

Data analysis

Problem solving

Communication skills

Education

Bachelor's degree in Computer Science or Information Technology

Tools

ServiceNow

Job description

CACI is seeking an experienced ITIL Network Knowledge Management Quality Assurance Analyst to join our IT service management team. The role focuses on ensuring the quality, accuracy, and effectiveness of network knowledge management processes in alignment with ITIL best practices.

You will audit knowledge articles, collaborate with network teams, and drive improvements to keep documentation up-to-date while supporting incident and change management activities.