The Opportunity:
CACI is seeking an experienced Quality Assurance Business Analyst to review Tier 1 tickets, Critical Customer Incident Reports (CCIRs), call data, procedures, and processes. The goal is to continually assess the performance of Tier 1 Analysts and other NOSC Infrastructure Teams, identify areas for refresher training, and recommend continuous process improvements.
If you are a detail-oriented professional with a strong background in quality assurance and business analysis, we encourage you to apply for this exciting opportunity.
Responsibilities:
The NOSC Infrastructure Quality Assurance Business Analyst will:
• Analyze Tier 1 tickets, CCIRs, and call data to evaluate performance.
• Collaborate with the Trainer and Knowledge and ServiceNow BAs to identify and implement improvement solutions.
• Identify trends in ticket handling and resolution to pinpoint areas for enhancement.
• Conduct Quality Reviews of documentation, ticketing processes, call data, and other NOSC Infrastructure processes and metrics.
• Write and edit procedure manuals, Standard Operating Procedures (SOPs), and Work Instructions.
• Provide feedback and recommendations for refresher training based on performance assessments.
• Apply business concepts to enhance operational efficiency.
• Create and distribute operational reports highlighting key performance metrics.
• Pull and run reports to provide accurate input for weekly and monthly contract deliverables.
• Provide backup and support to the Technical Trainer and other BAs as needed.
• Perform additional tasks assigned by functional, Task Order, CACI, and Federal leadership.
Qualifications:
Required:
• Ability to obtain and maintain DHS Entry on Duty (EOD) suitability clearance.
• Outstanding verbal and written communication and team skills.
• Bachelor’s degree or equivalent experience; minimum of 3 years of relevant experience.
• Experience with IT Service Management (ITSM) tools or ticketing systems, such as ServiceNow, including report generation.
• Advanced proficiency with Microsoft Excel, PowerPoint, Word, and Visio.
• Experience creating and providing professional presentations to peers and management.
• Understanding of Local Area Network (LAN) and Wide Area Network (WAN) technologies.
Desired:
• ITILv3 or ITILv4 Foundations certification.
• Experience in a Network Operations Center (NOC) or IT Operations environment.
• Strong analytical skills to identify trends and patterns in data.
• Experience in conducting quality assurance reviews and providing performance feedback.
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What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.
Your potential is limitless. So is ours.
Learn more about CACI here.
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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.
The proposed salary range for this position is:
$66,100 - $135,600CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.