Network Knowledge Management Quality Assurance Analyst

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

Job Title: Network Knowledge Management Quality Assurance AnalystJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: TS/SCI with PolygraphEmployee Type: RegularPercentage of Travel Required: Up to 10%Type of Travel: Local* * *

The Opportunity: We are seeking an experienced ITIL Network Knowledge Management Quality Assurance Analyst to join our IT service management team. The ideal candidate will ensure the quality, accuracy, and effectiveness of our network knowledge management processes in alignment with ITIL best practices

Responsibilities

• Assist in developing, implementing, and maintaining ITIL-based knowledge management processes for network operations
• Develop and enforce quality standards for network knowledge articles and documentation
• Monitor, manage, and maintain knowledge articles within ServiceNow
• Conduct regular audits of the knowledge management system to ensure compliance with customer's 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 easily accessible
• Implement continuous improvement initiatives for knowledge management processes
• Coordinate with change management and problem management teams to update knowledge based on incidents and changes
• Support continuous improvement initiatives within the incident management function.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
• 5+ years of related work experience
• Good working knowledge of the Service Management workflows and ITSM processes
• ITIL V3 or 4 certification and training
• Working knowledge using ServiceNow
• 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
• TS/SCI with Poly required

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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 customers 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

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.