The Opportunity:
CACI’s Quality Management Office Analyst is responsible for supporting the quality management framework for a large IT contract team supporting a federal government client. This role ensures alignment with industry standards such as ITSM (Information Technology Service Management) and CMMI (Capability Maturity Model Integration). The Quality Management Office Analyst will support continuous improvement initiatives and service delivery excellence. This position will also be responsible for conducting quality audits, tracking KPIs, SLA collection, analysis and presentation, and working with stakeholders on quality improvements.
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.
• Support program startup activities by coordinating startup planning and preparing contractual deliverables to support contract startup and kickoff readiness.
• Support the adoption and integration of ITSM best practices and CMMI frameworks within the organization. Develop and maintain documentation to support ITSM processes and CMMI levels. This includes compliance with periodic ITSM, CMMI and ISO audits for the program.
• 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 1 year of related experience.
• Ability to obtain a DHS EOD
• At least 1 year in a quality management role, with experience in ITSM, CMMI, ISO frameworks, audits, and assessments.
• Working collaboratively in a complex environment and supporting 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:
$61,100 - $122,200