Network Incident Management Quality Assurance Analyst

CACI•Sterling, VA

18h•Onsite

About The Position

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.

Requirements

TS/ SCI with 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

Nice To Haves

Working knowledge with ServiceNow
Advanced ITIL certifications or training
Knowledge of machine learning and AI applications in network management

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.