Network Request Fulfillment Quality Assurance Analyst

CACI•Sterling, VA

16h•Onsite

About The Position

We are seeking a detail-oriented Network Request Fulfillment Quality Assurance Analyst to ensure the quality and efficiency of our network request fulfillment processes. This role will be responsible for monitoring, analyzing, and improving the quality of network request handling and fulfillment within our IT service management framework.

Requirements

Bachelor's degree in Computer Science, Information Technology, or related field
5+ years of work related experience
TS/SCI with Poly required
Understanding of networking concepts and technologies
Familiarity with ITIL framework and IT service management principles
Experience with ITSM tools and ticketing systems
Strong analytical and problem-solving skills
Excellent attention to detail
Good communication and interpersonal skills
Proficiency in data analysis and reporting tools
ITIL 4 certification

Nice To Haves

Additional quality management certifications (e.g., Six Sigma) preferred
Experience in data analysis and reporting
Familiarity with relevant regulatory requirements and industry standards

Responsibilities

Conduct regular audits of network request fulfillment processes to ensure compliance with established standards and procedures.
Analyze request fulfillment data to identify trends, patterns, and areas for improvement.
Develop and maintain quality metrics and key performance indicators (KPIs) for network request fulfillment.
Perform quality checks on completed network requests to ensure accuracy and completeness.
Develop and maintain dashboards in ServiceNow to monitor the performance of request fulfillment processes, identify improvements, and work with developers to implement updates to request fulfillment processes.
Collaborate with the request fulfillment team to implement process improvements based on quality analysis findings.
Assist in developing and updating standard operating procedures (SOPs) for network request handling.
Prepare regular reports on quality metrics, audit findings, and improvement recommendations.
Participate in root cause analysis of recurring issues or deviations from quality standards.
Support the development and maintenance of a knowledge base for common network requests and solutions.
Assist in training team members on quality standards and best practices in request fulfillment.
Contribute to continuous improvement initiatives within the network request fulfillment process.
Stay current with industry best practices in IT service management and quality assurance.