Network Problem Management QA Analyst — ITIL Pro

CACI; Sterling (VA); On-site; USD 87,000 - 182,000; Full time

Job summary

Network Problem Management Quality Assurance Analyst at CACI will oversee ITSM process quality, perform audits, and support continuous improvement in problem management for network-related issues. The role emphasizes documentation accuracy, trend analysis, and collaboration with network teams.

The candidate should have TS/SCI with Poly, ITIL certification, and 5+ years in related roles, with experience in ServiceNow/BMC Remedy and strong analytical skills.

Qualifications

• Bachelor's degree in computer science, information technology, or equivalent work experience.
• 5+ years of experience in network operations, quality assurance, or related roles.
• TS/SCI with Poly required.
• ITIL V3 or 4 certification and training.
• Knowledge of Service Management workflows and ITSM processes.
• Experience with major ITSM platforms such as ServiceNow or BMC Remedy.
• Knowledge of network technologies and protocols.
• Experience with QA methodologies and auditing processes.
• Excellent analytical and problem-solving skills.
• Strong leadership and teamwork abilities.
• Outstanding communication and reporting skills.
• Proficiency in ITSM tools and data analysis software.
• ITIL certification in Problem Management (desired).

Responsibilities

• Perform regular quality checks on problem management processes and documentation.
• Conduct audits to ensure ITIL standards and internal procedures.
• Analyze problem management data and metrics to identify trends and improvements.
• Assist in root cause analysis sessions for network-related problems.
• Verify proper categorization and documentation of network issues.
• Support the development and maintenance of quality standards for problem management.
• Participate in the creation of reports on problem management performance.
• Contribute to implementation of quality improvement initiatives.
• Assist in training team members on ITIL problem management best practices.
• Collaborate with network teams to ensure adherence to quality standards.

Skills

Analytical skills

Leadership

Communication

ITSM knowledge

Data analysis

Education

Bachelor's degree in Computer Science or Information Technology

Tools

ServiceNow

BMC Remedy

Job description

Network Problem Management Quality Assurance Analyst at CACI will oversee ITSM process quality, perform audits, and support continuous improvement in problem management for network-related issues. The role emphasizes documentation accuracy, trend analysis, and collaboration with network teams.

The candidate should have TS/SCI with Poly, ITIL certification, and 5+ years in related roles, with experience in ServiceNow/BMC Remedy and strong analytical skills.