Service Delivery Assurance Specialist

19 Nov 2024

Vacancy expired!

Service Delivery Assurance Specialist

Job Category: Engineering and Technical Support

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

CACI is currently looking for outstanding IT candidates to join our TSA IT Management, Performance Analysis, and Collaborative Technologies (IMPACT) team in the National Capital Region (NCR) and throughout the United States. CACI provides a variety of IT services through IMPACT including cyber security, identity and access management, risk management, cloud integration and engineering, field support services, service desk, application deployment and optimization, and operations center support services. CACI support TSA in both classified and unclassified IT operational environments increasing availability and security for a variety of applications and systems. IMPACT services will integrate with the broader DHS mission and enhance existing Department-wide IT capabilities.

What You'll Get to Do:

You will collaborate with customer stakeholders and CACI teams (e.g., Help Desk, Field Services, Asset Management) to implement ITIL service delivery best practices, aligning service delivery objectives against contractual Service Level Agreements. You will monitor and perform surveillance of all EUSD processes and ticket queues, verifying the quality of tickets and ticket escalations, recommending enhancements and developing action plans to improve and refine processes. You will collaborate with Remedy developers for the design, testing and implementation of workflow and self-service automation capabilities for operational efficiencies.

More About the Role:
  • Composes technical documents including, user manuals, training materials, installation guides, and reports. Edits functional descriptions, system specifications, user manuals, and/or special reports
  • Creates and updates IT service desk and desk-side support documentation including existing content (SOPs, knowledge articles, training guides), management processes, portals, shared storage locations, workflows, collaboration sites, data warehousing and information dissemination techniques
  • Provides formal recommendations for improvement and executes on approved recommendations
  • Monitors IMAC (Installs, Moves, Adds and changes) escalation queue, verifying ticket quality and escalating ticket accordingly
  • Gathers, reviews and analyzes ITSM processes to determine effectiveness and bottlenecks against SLRs/SLAs
  • Prepares recommendations and reports to senior level personnel and/or management
  • Updates classroom training materials such as student handouts, lesson plans, overhead slides, and practical exercises, as required due to new software, hardware or tasks from the client
  • Uses knowledge building, knowledge sharing, and knowledge management skills to promote a sharing and learning culture
  • Develops reports as required to support operations, write knowledge content as required, and prepare presentations for senior management to support recommended changes, new initiatives, or enhancements

You'll Bring These Qualifications:
  • US Citizenship required
  • An active Entrance on Duty (EOD) is required to begin employment and must be maintained as a requirement of continued employment
  • Typically requires Bachelor's Degree plus 3-5 years of experience
  • Experience with Remedy
  • Excellent written and verbal communications skills
  • Experience with Microsoft Office (PowerPoint, Excel, and Word)
  • ITIL v4 certification required within 90 days of hire

These Qualifications Would Be Nice to Have:
  • Relevant DHS focused experience

What We Can Offer You:
  • We've been named a Best Place to Work by the Washington Post.
  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
  • We offer competitive benefits and learning and development opportunities.
  • We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.
  • For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.

TSAHP

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

Pay Range: The proposed salary range for this position is $49,900-$99,800. There are a host of factors that can influence final salary including, but not limited to, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, geographic location, 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. Employment benefits include health and wellness programs, income protection, paid leave and retirement and savings.

As required by Executive Order 14042, Federal contractor employees are required to receive the necessary shots to be fully vaccinated by January 4, 2022 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to submit proof of vaccination before starting employment with CACI.