Continuous Service Improvement Management Analyst

CACI•Sterling, VA

18h•Onsite

About The Position

We are seeking an experienced and dynamic Continuous Service Improvement Management Lead to drive our organization's efforts in enhancing service quality, efficiency, and customer satisfaction. The ideal candidate will lead initiatives to identify, implement, and measure improvements across our service delivery processes.

Requirements

Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
5+ years of experience in network operations, quality assurance, or related roles
Strong understanding of network protocols, architectures, and technologies (e.g., TCP/IP, MPLS, SDN)
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
TS/SCI with Poly required

Nice To Haves

ITIL Foundation Certification

Responsibilities

Assist the lead in providing continuous service improvement (CSI) management across the program
Develop and maintain performance metrics in accordance with the CSI approach
Raises issues, questions and concerns; Validates results, reports discrepancies, and follows through to ensure that all issues are resolved
Design and implement CSI initiatives
Monitor and analyze CSI performance data to identify trends and potential issues
Collaborate across the program to identify and implement improvements
Develop and maintain documentation for CSI processes and procedures
Create and present regular reports on CSI initiatives and quality metrics to stakeholders
Identify and implement best practices
Participate in CSI planning and projects