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CACI International Inc · 5 months ago

Network Request Fulfillment Quality Assurance Lead

Sterling, VA

Full-time

Onsite

Senior Level, Lead/Staff

$121K/yr - $266K/yr

10+ years exp

CACI International Inc is seeking a detail-oriented and experienced Network Request Fulfillment Quality Assurance Lead to ensure the highest standards of quality in their network request fulfillment processes. This role involves developing, implementing, and maintaining quality assurance procedures within the IT Service Management framework, focusing on network request fulfillment.

Information TechnologyService IndustrySoftware

Comp. & Benefits

No H1B

Security Clearance Required

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

Qualification

ITIL frameworkQuality assurance processesNetworking conceptsITSM toolsData analysisQuality management certificationsAnalytical skillsAttention to detailCommunication skillsInterpersonal skillsProblem-solving skills

Required

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

Preferred

Additional quality management certifications (e.g., Six Sigma) preferred

Experience in data analysis and reporting

Familiarity with relevant regulatory requirements and industry standards

Benefits

Healthcare

Wellness

Financial

Retirement

Family support

Continuing education

Time off benefits

Company

CACI International Inc

Glassdoor4.0

At CACI International Inc (NYSE: CACI), our 25,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security.

Founded in 1962

Arlington, Virginia, USA

10001+ employees