Quality Management Office (QMO) Analyst

CACI International • National Harbor, MD

21h • Hybrid

About The Position

The Quality Management Office (QMO) Analyst supports a large IT contract team serving a federal government client. This role is responsible for implementing and maintaining quality management frameworks aligned with industry standards such as IT Service Management (ITSM) and Capability Maturity Model Integration (CMMI). The QMO Analyst drives continuous improvement initiatives, ensures service delivery excellence, and develops documentation for management plans, standard operating procedures (SOPs), and processes. Additional responsibilities include coordinating program startup activities, conducting quality audits, tracking key performance indicators (KPIs), collecting and analyzing service level agreements (SLAs), and collaborating with stakeholders to enhance quality. The position is located in National Harbor, MD, with a hybrid work model requiring 3 days a week on site.

Requirements

• Bachelor's degree and at least 3 years of related experience.
• Ability to obtain a DHS EOD Eligible
• Minimum of 3 years in a role aligned with quality management, with experience in audits, data analysis and assessments.
• Ability to work collaboratively in a complex environment and support performance, achievement and improvements
• Proficient in analyzing data, metrics, and associated results and communicating effectively what the data is portraying and the meaning behind it to senior leaders
• Excellent customer service skills to understand client’s concerns and requirements
• Excellent written and oral communication skills
• Ability to clearly document and explain ITSM processes
• Skilled at working collaboratively in a complex environment and driving performance achievement and improvements
• Proficient in Microsoft Office Suite (PowerPoint, Word, Excel, Visio, SharePoint and Adobe Acrobat Pro.
• Data-driven and analytical mindset of service excellence and customer satisfaction

Nice To Haves

• Active DoD clearance
• Experience with Dynamic SLA and reporting
• Relevant certifications such as ITIL, ISO Lead Auditor, COBIT, CMMI
• Previous experience with ServiceNow and JIRA

Responsibilities

• Support service delivery excellence functions of a large federal government IT services contract.
• Coordinate startup activities, including planning and preparing contractual deliverables for contract kickoff.
• Develop and maintain documentation related to Management plans, ITSM processes and procedures, SOPs, Templates, and Workflows.
• Maintain document repositories, ensuring content is well-organized, current, and easily accessible.
• Conduct regular documentation reviews and audits to verify quality and compliance.
• Implement quality control activities, including peer reviews and editing, to ensure the accuracy and adequacy of documentation.
• Develop and maintain documentation templates and standards.
• Collaborate with stakeholders to define documentation requirements and gather relevant content.
• Support the adoption and integration of ITSM best practices and CMMI frameworks within the organization.
• Monitor and report on quality, performance, and improvement goals and deliverables for the program’s IT service areas to meet or exceed program and customer expectations.
• Develop an understanding of customer IT Service Requirements, patterns of business activities, and IT Service Consumption levels.
• Support and monitor Dynamic SLAs and collaborate with stakeholders to negotiate and update as applicable.
• Manage the execution of various customer deliverables, service reports and surveys.
• Plan, Prepare and conduct audit and assessment reports and present findings to management, providing actionable recommendations.
• Ensure collaboration with internal stakeholder teams such as Knowledge Management, Program Support and Operational Teams on coordination of resources, best practices, lessons learned, and service delivery.

Benefits

• competitive compensation
• benefits
• learning and development opportunities
• broad and competitive mix of benefits options is designed to support and protect employees and their families
• comprehensive benefits such as; healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits
• flexible time off benefit

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees