Change Management Quality Assurance Lead

CACI • Springfield, VA

1d • Onsite

About The Position

We are seeking an experienced and detail-oriented Change Management Quality Assurance Lead to oversee the quality assurance processes and performance within our organization's change management initiatives and activities. The successful candidate will ensure that change management practices meet high-quality standards and align with organizational goals, customer requirements, and industry best practices.

Requirements

• TS/SCI with poly required
• Bachelor's degree and a minimum of 5 years of related work experience
• 5+ years of experience in network operations, quality assurance, or related roles
• Good working knowledge of the Service Management workflows and ITSM processes
• ITIL V3 or 4 certification and training
• Experience with Network Capacity Management processes and practices
• Strong understanding of network technologies and capacity management principles
• Proficiency in QA methodologies, tools, and best practices
• Experience with automation testing tools and scripting languages
• Excellent analytical and problem-solving skills
• Strong communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment
• Strong understanding of network protocols, architectures, and technologies (e.g., TCP/IP, MPLS, SDN)
• Experience with network monitoring and performance management tools

Nice To Haves

• Advanced ITIL certifications or training
• Project Management Professional (PMP) certification
• Working knowledge with ServiceNow
• Experience in leading large process improvement projects
• Experience with Agile methodologies
• Good understanding of product release methodologies

Responsibilities

• Identifies and tracks program risks and action items to closure, and assess risk and cost of changes
• Establishes and maintains a close working relationship with other areas, service providers, customers, and technical staff
• Delivers briefings and training as required to leadership, individuals or teams across the program to ensure common understanding to meet objectives
• Ensures senior management are always informed of appropriate activities and issues (early and frequently)
• Raises issues, questions and concerns; Validates results, reports discrepancies, and follows through to ensure that all issues are resolved
• Ensures compliance with process-specific standards and policies, and stays abreast of process changes
• Utilize ServiceNow dashboards, tools, and techniques to report the status of the process as needed
• Support measurement and reporting for weekly and monthly meetings and as required
• Identify areas for improvement in practices and recommend solutions
• Manages end-to-end projects that follow procedures, work instructions, and templates to support process execution
• Develops and maintains relevant and appropriate project management documentation and artifacts (i.e. project schedules, briefings, reports, etc.)
• Leads efforts ensuring high performance and quality are consistent
• Develop and maintain customer required and identify and recommend changes or additions to quality metrics and KPIs
• Establish goals and objectives for the team(s), running day-to-day operations for the assigned projects
• Lead a team of Change Management Process Analysts in day-to-day work
• Develop and implement quality assurance strategies and processes for change management initiatives
• Lead quality audits of change management processes, documentation, and outcomes
• Collaborate with engineering teams to ensure quality standards are met throughout project lifecycles
• Ensure Impact of change on other services and Configuration Items (CIs) are effectively assessed
• Ensure timely approval for all types of changes
• Closely work with engineering team for evaluation of change during approval and after deployment
• Closely work with project (release and deployment) team for scheduling changes, and ensure change evaluation and release planning is effectively done

Benefits

• flexible time off
• robust learning resources
• comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Senior