Network Incident Management Quality Assurance Analyst

Network Incident Management Quality Assurance Analyst

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

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The Opportunity: 

We are seeking a detail-oriented ITIL Network Incident Management Quality Assurance Analyst to support the continuous improvement of our IT network incident management processes. The ideal candidate will work closely with the QA Lead to ensure network incident management practices align with ITIL standards and contribute to the overall quality of IT service delivery.

Responsibilities:

• Assist in developing and maintaining quality assurance standards and procedures for IT network incident management, aligned with ITIL framework.

• Conduct regular audits of incident records, documentation, and resolutions to ensure compliance with ITIL standards and internal procedures.

• Analyze incident data, metrics, and trends to identify areas for improvement in the incident management process.

• Support the training of IT staff on ITIL network incident management practices and quality assurance procedures.

• Participate in incident reviews and post-incident analyses to ensure lessons learned are captured and implemented.

• Help maintain and update incident management documentation, including best practices and standard operating procedures.

• Assist in the preparation of quality assurance reports and presentations for management review.

• Contribute to the optimization of incident management tools and systems.

• Collaborate with other ITSM process teams to ensure proper integration of incident management with related processes.

• Support continuous improvement initiatives within the incident management function.

Qualifications:

Required:

• TS/ SCI with CI Poly required

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience 

• 5+ years of related work experience

• Strong understanding of network protocols, architectures, and technologies (e.g., TCP/IP, WAN/LAN) 

• Good working knowledge of the Service Management workflows and ITSM processes  

• ITIL V3 or 4 certification and training   

• Experience with network monitoring and performance management tools 

• 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 

Desired:  

• Working knowledge with ServiceNow 

• Advanced ITIL certifications or training 

• Knowledge of machine learning and AI applications in network management 

This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.

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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.

Learn more about CACI here.

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