Network Problem Management Quality Assurance Analyst

CACI•Sterling, VA

18h•Onsite

About The Position

We are seeking a detail-oriented ITIL Network Problem Management Quality Assurance Analyst to support our IT service management processes. The successful candidate will be responsible for ensuring the quality and effectiveness of our problem management activities, conducting audits, and contributing to continuous improvement efforts.

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
TS/SCI with Poly required
ITIL V3 or 4 certification and training
Good working knowledge of the Service Management workflows and ITSM processes
Experience with major ITSM platforms (e.g., ServiceNow, BMC Remedy)
Knowledge of network technologies and protocols
Experience with quality assurance methodologies and auditing processes
Excellent analytical and problem-solving skills
Strong leadership and team collaboration abilities
Outstanding communication and reporting skills
Proficiency in ITSM tools and data analysis software

Nice To Haves

ITIL certification in Problem Management

Responsibilities

Perform regular quality checks on problem management processes and documentation
Conduct audits to ensure compliance with ITIL standards and internal procedures
Analyze problem management data and metrics to identify trends and areas for improvement
Assist in root cause analysis sessions for network-related problems
Verify proper categorization and documentation of network issues
Support the development and maintenance of quality standards for problem management
Participate in the creation of reports on problem management performance
Contribute to the implementation of quality improvement initiatives
Assist in training team members on ITIL problem management best practices
Collaborate with network teams to ensure adherence to quality standards