Network Request Fulfillment Quality Assurance Lead

CACI•Sterling, VA

About The Position

We are seeking a detail-oriented and experienced Network Request Fulfillment Quality Assurance Lead to ensure the highest standards of quality in our network request fulfillment processes. This role will be responsible for developing, implementing, and maintaining quality assurance procedures within the IT Service Management (ITSM) framework, focusing on network request fulfillment.

Requirements

Bachelor's degree in Computer Science, Information Technology, or related field
10+ years of work related experience
TS/SCI with Poly required
Strong understanding of ITIL framework and ITSM principles
Proven experience in developing and implementing quality assurance processes in an IT environment
In-depth knowledge of networking concepts and technologies
Experience with ITSM tools and platforms (e.g., ServiceNow, BMC Remedy)
Strong analytical and problem-solving skills
Excellent attention to detail and ability to manage multiple priorities
Outstanding communication and interpersonal skills
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

Develop and implement quality assurance processes and standards for network request fulfillment within the ITSM framework.
Design and conduct regular audits of network request fulfillment processes to ensure compliance with ITSM best practices and customer policies.
Analyze quality metrics and key performance indicators (KPIs) to identify areas for improvement in the request fulfillment process.
Collaborate with the Network Request Fulfillment team to implement corrective actions and process improvements based on QA findings.
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.
Develop and maintain documentation for quality assurance procedures, including test plans, checklists, and reporting templates.
Provide regular reports on quality assurance activities, findings, and recommendations to senior management.
Work closely with ITSM process owners to ensure alignment of quality assurance activities with overall service management objectives.
Lead training initiatives to educate team members on quality standards and best practices in network request fulfillment.
Stay current with industry trends and best practices in ITSM and quality assurance methodologies.
Collaborate with other IT teams to ensure end-to-end quality in the request fulfillment process.
Manage and mentor quality assurance team members, if applicable.
Participate in continuous improvement initiatives to enhance the overall quality of ITSM processes