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CACI International Inc · 5 months ago

Network Knowledge Management Quality Assurance Analyst

Springfield, VA

Full-time

Onsite

Mid, Senior Level

$87K/yr - $182K/yr

5+ years exp

CACI International Inc is a company dedicated to ensuring the safety of the nation through innovative solutions. They are seeking an experienced ITIL Network Knowledge Management Quality Assurance Analyst to join their IT service management team, responsible for ensuring the quality and effectiveness of network knowledge management processes in alignment with ITIL best practices.

Information TechnologyService IndustrySoftware

Comp. & Benefits

No H1B

Security Clearance Required

Responsibilities

Assist in developing, implementing, and maintaining ITIL-based knowledge management processes for network operations

Develop and enforce quality standards for network knowledge articles and documentation

Monitor, manage, and maintain knowledge articles within ServiceNow

Conduct regular audits of the knowledge management system to ensure compliance with customer’s policies, procedures, governance and ITIL guidelines

Collaborate with network teams to capture, validate, and organize knowledge effectively

Analyze and report on knowledge usage, gaps, and improvement opportunities

Train staff on ITIL knowledge management practices and tools

Ensure knowledge base articles are up-to-date, relevant, and easily accessible

Implement continuous improvement initiatives for knowledge management processes

Coordinate with change management and problem management teams to update knowledge based on incidents and changes

Support continuous improvement initiatives within the incident management function

Qualification

ITIL V34 certificationServiceNowData analysisService Management workflowsWork in dynamic environmentProblem-solving skillsCommunication skillsInterpersonal skills

Required

Bachelor's degree in Computer Science, Information Technology, or equivalent work experience

5+ years of related work experience

Good working knowledge of the Service Management workflows and ITSM processes

ITIL V3 or 4 certification and training

Working knowledge using ServiceNow

Proficiency in data analysis and statistical methods

Excellent problem-solving and analytical skills

Strong communication and interpersonal skills

Ability to work in a fast-paced, dynamic environment

TS/SCI with Poly required

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