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Network Knowledge Management Quality Assurance Analyst
| Company | CACI |
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| Location | Springfield, VA, USA |
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| Salary | $86600 – $181800 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Mid Level, Senior |
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Requirements
- 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
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.
Preferred Qualifications
No preferred qualifications provided.
