Quality Management Office (QMO) Analyst

CACI International•National Harbor, MD

7d•Hybrid

About The Position

CACI’s Quality Management Office Analyst is responsible for supporting the quality management framework for a large IT contract team supporting a federal government client. This role ensures alignment with industry standards such as ITSM (Information Technology Service Management) and CMMI (Capability Maturity Model Integration). The Quality Management Office Analyst will support continuous improvement initiatives and service delivery excellence. This position will also be responsible for conducting quality audits, tracking KPIs, SLA collection, analysis and presentation, and working with stakeholders on quality improvements. Location: National Harbor, MD (hybrid – 3 days a week on site)

Requirements

Bachelor's degree and at least 1 year of related experience.
Ability to obtain a DHS EOD
At least 1 year in a quality management role, with experience in ITSM, CMMI, ISO frameworks, audits, and assessments.
Working collaboratively in a complex environment and supporting 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.
Support program startup activities by coordinating startup planning and preparing contractual deliverables to support contract startup and kickoff readiness.
Support the adoption and integration of ITSM best practices and CMMI frameworks within the organization. Develop and maintain documentation to support ITSM processes and CMMI levels. This includes compliance with periodic ITSM, CMMI and ISO audits for the program.
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.