The Opportunity:
The Quality Management Office (QMO) Analyst supports a large IT contract team serving a federal government client. This role is responsible for implementing and maintaining quality management frameworks aligned with industry standards such as IT Service Management (ITSM) and Capability Maturity Model Integration (CMMI). The QMO Analyst drives continuous improvement initiatives, ensures service delivery excellence, and develops documentation for management plans, standard operating procedures (SOPs), and processes. Additional responsibilities include coordinating program startup activities, conducting quality audits, tracking key performance indicators (KPIs), collecting and analyzing service level agreements (SLAs), and collaborating with stakeholders to enhance quality.
Location: National Harbor, MD (hybrid – 3 days a week on site)
Responsibilities:
The candidate will work as the Quality Management Office Analyst on a large IT program supporting a federal government client. Typical responsibilities include but are not limited to:
·Support service delivery excellence functions of a large federal government IT services contract.
·Coordinate startup activities, including planning and preparing contractual deliverables for contract kickoff.
·Develop and maintain documentation related to Management plans, ITSM processes and procedures, SOPs, Templates, and Workflows.
·Maintain document repositories, ensuring content is well-organized, current, and easily accessible.
·Conduct regular documentation reviews and audits to verify quality and compliance.
·Implement quality control activities, including peer reviews and editing, to ensure the accuracy and adequacy of documentation.
·Develop and maintain documentation templates and standards.
·Collaborate with stakeholders to define documentation requirements and gather relevant content.
·Support the adoption and integration of ITSM best practices and CMMI frameworks within the organization.
·Monitor and report on quality, performance, and improvement goals and deliverables for the program’s IT service areas to meet or exceed program and customer expectations.
·Develop an understanding of customer IT Service Requirements, patterns of business activities, and IT Service Consumption levels.
·Support and monitor Dynamic SLAs and collaborate with stakeholders to negotiate and update as applicable.
·Manage the execution of various customer deliverables, service reports and surveys.
·Plan, Prepare and conduct audit and assessment reports and present findings to management, providing actionable recommendations.
·Ensure collaboration with internal stakeholder teams such as Knowledge Management, Program Support and Operational Teams on coordination of resources, best practices, lessons learned, and service delivery.
Qualifications:
Required:
·Bachelor's degree and at least 3 years of related experience.
·Ability to obtain a DHS EOD Eligible
·Minimum of 3 years in a role aligned with quality management, with experience in audits, data analysis and assessments.
·Ability to work collaboratively in a complex environment and support performance, achievement and improvements
·Proficient in analyzing data, metrics, and associated results and communicating effectively what the data is portraying and the meaning behind it to senior leaders
·Excellent customer service skills to understand client’s concerns and requirements
·Excellent written and oral communication skills
·Ability to clearly document and explain ITSM processes
·Skilled at working collaboratively in a complex environment and driving performance achievement and improvements
·Proficient in Microsoft Office Suite (PowerPoint, Word, Excel, Visio, SharePoint and Adobe Acrobat Pro.
·Data-driven and analytical mindset of service excellence and customer satisfaction
Desired:
• Active DoD clearance
• Experience with Dynamic SLA and reporting
• Relevant certifications such as ITIL, ISO Lead Auditor, COBIT, CMMI
• Previous experience with ServiceNow and JIRA
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:
$72,700 - $149,200caci