Senior Network Request QA & ServiceNow Analyst

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

Job summary

The Network Request Fulfillment Quality Assurance Analyst at CACI will ensure the quality and efficiency of network request fulfillment within the ITSM framework. You will audit processes, analyze data, and develop KPIs while collaborating with the team to implement improvements and maintain SOPs.

Requirements include a Bachelor’s degree in CS/IT, 5+ years in a related role, TS/SCI with Poly, and ITIL 4 certification. Proficiency with ServiceNow and strong analytical skills are essential.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field
• 5+ years of work related experience
• TS/SCI with Poly required
• Understanding of networking concepts and technologies
• Familiarity with ITIL framework and IT service management principles
• Experience with ITSM tools and ticketing systems
• Strong analytical and problem-solving skills
• Excellent attention to detail
• Good communication and interpersonal skills
• Proficiency in data analysis and reporting tools
• ITIL 4 certification

Responsibilities

• Conduct regular audits of network request fulfillment processes to ensure compliance with established standards and procedures.
• Analyze request fulfillment data to identify trends, patterns, and areas for improvement.
• Develop and maintain quality metrics and KPIs for network request fulfillment.
• Perform quality checks on completed network requests to ensure accuracy and completeness.
• Develop and maintain dashboards in ServiceNow to monitor the performance of request fulfillment processes, identify improvements, and work with developers to implement updates to request fulfillment processes.
• Collaborate with the request fulfillment team to implement process improvements based on quality analysis findings.
• Assist in developing and updating SOPs for network request handling.
• Prepare regular reports on quality metrics, audit findings, and improvement recommendations.
• Participate in root cause analysis of recurring issues or deviations from quality standards.
• Support the development and maintenance of a knowledge base for common network requests and solutions.
• Assist in training team members on quality standards and best practices in request fulfillment.
• Contribute to continuous improvement initiatives within the network request fulfillment process.
• Stay current with industry best practices in IT service management and quality assurance

Skills

Analytical skills

Data analysis

Communication

Problem-solving

Attention to detail

ITIL knowledge

ITSM tooling

Education

Bachelor's degree in CS/IT or related field

Tools

ServiceNow

Job description

The Network Request Fulfillment Quality Assurance Analyst at CACI will ensure the quality and efficiency of network request fulfillment within the ITSM framework. You will audit processes, analyze data, and develop KPIs while collaborating with the team to implement improvements and maintain SOPs.

Requirements include a Bachelor’s degree in CS/IT, 5+ years in a related role, TS/SCI with Poly, and ITIL 4 certification. Proficiency with ServiceNow and strong analytical skills are essential.