Continuous Service Improvement Management Analyst

Job Title: Continuous Service Improvement Management Analyst

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity:  We are seeking an experienced and dynamic Continuous Service Improvement Management Lead to drive our organization's efforts in enhancing service quality, efficiency, and customer satisfaction. The ideal candidate will lead initiatives to identify, implement, and measure improvements across our service delivery processes.

Responsibilities:

• Assist the lead in providing continuous service improvement (CSI) management across the program 
• Develop and maintain performance metrics in accordance with the CSI approach  
• Raises issues, questions and concerns; Validates results, reports discrepancies, and follows through to ensure that all issues are resolved 
• Design and implement CSI initiatives 
• Monitor and analyze CSI performance data to identify trends and potential issues 
• Collaborate across the program to identify and implement improvements 
• Develop and maintain documentation for CSI processes and procedures 
• Create and present regular reports on CSI initiatives and quality metrics to stakeholders 
• Identify and implement best practices
• Participate in CSI planning and projects 

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience 
• 5+ years of experience in network operations, quality assurance, or related roles 
• Strong understanding of network protocols, architectures, and technologies (e.g., TCP/IP, MPLS, SDN) 
• Good working knowledge of the Service Management workflows and ITSM processes  
• ITIL V3 or 4 certification and training   
• Experience with network monitoring and performance management tools 
• 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 

Desired:

• ITIL Foundation Certification

 

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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.

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.

The proposed salary range for this position is:

$86,600 - $181,800