NOSC Infrastructure Quality Assurance Business Analyst
CACI International IncAbout the role
The Opportunity:
CACI is seeking an experienced Quality Assurance Business Analyst to review Tier 1 tickets, Critical Customer Incident Reports (CCIRs), call data, procedures, and processes. The goal is to continually assess the performance of Tier 1 Analysts and other NOSC Infrastructure Teams, identify areas for refresher training, and recommend continuous process improvements.
If you are a detail-oriented professional with a strong background in quality assurance and business analysis, we encourage you to apply for this exciting opportunity.
Responsibilities:
The NOSC Infrastructure Quality Assurance Business Analyst will:
• Analyze Tier 1 tickets, CCIRs, and call data to evaluate performance.
• Collaborate with the Trainer and Knowledge and ServiceNow BAs to identify and implement improvement solutions.
• Identify trends in ticket handling and resolution to pinpoint areas for enhancement.
• Conduct Quality Reviews of documentation, ticketing processes, call data, and other NOSC Infrastructure processes and metrics.
• Write and edit procedure manuals, Standard Operating Procedures (SOPs), and Work Instructions.
• Provide feedback and recommendations for refresher training based on performance assessments.
• Apply business concepts to enhance operational efficiency.
• Create and distribute operational reports highlighting key performance metrics.
• Pull and run reports to provide accurate input for weekly and monthly contract deliverables.
• Provide backup and support to the Technical Trainer and other BAs as needed.
• Perform additional tasks assigned by functional, Task Order, CACI, and Federal leadership.
Qualifications:
Required:
• Ability to obtain and maintain DHS Entry on Duty (EOD) suitability clearance.
• Outstanding verbal and written communication and team skills.
• Bachelor’s degree or equivalent experience; minimum of 3 years of relevant experience.
• Experience with IT Service Management (ITSM) tools or ticketing systems, such as ServiceNow, including report generation.
• Advanced proficiency with Microsoft Excel, PowerPoint, Word, and Visio.
• Experience creating and providing professional presentations to peers and management.
• Understanding of Local Area Network (LAN) and Wide Area Network (WAN) technologies.
Desired:
• ITILv3 or ITILv4 Foundations certification.
• Experience in a Network Operations Center (NOC) or IT Operations environment.
• Strong analytical skills to identify trends and patterns in data.
• Experience in conducting quality assurance reviews and providing performance feedback.
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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 customer’s 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.
Your potential is limitless. So is ours.
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Pay Range: There are a host of factors that can influence final salary including, but not limited to, g
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