The Opportunity:
CACI seeks a detail-oriented and analytical Public Health Analyst (Management Analyst) to support CDC’s National Healthcare Safety Network (NHSN) Help Desk. This position will provide specialized support for NHSN Groups and Super Groups and coordinate Knowledge Base and internal documentation management activities.

The Analyst will serve as a subject matter resource, resolve assigned Help Desk inquiries, and support the maintenance of accurate, consistent, and current operational guidance. The position will work closely with Help Desk Managers, functional leads, subject matter experts (SMEs), and project staff and will operate under established Help Desk management and approval processes.


Responsibilities:
Serve as a primary Help Desk resource for NHSN Groups and Super Groups and respond to related routine, complex, and escalated tickets.

• Maintain strong proficiency in Group and Super Group functionality, including related user, facility, access, and administrative processes.
• Research and resolve issues using approved procedures, business rules, and guidance; escalate exceptions, risks, or unresolved issues to Help Desk Management.
• Provide subject matter guidance and peer support to Help Desk staff and assist with general Tier 1 user support as operational needs require.
• Identify recurring issues, support trends, process gaps, and documentation needs and recommend improvements.

Develop and maintain Group and Super Group guidance, job aids, standard responses, and other support resources.
Knowledge Base Management

• Coordinate the development, review, revision, publication, periodic review, and retirement of Help Desk Knowledge Base articles.
• Review content for accuracy, clarity, consistency, usability, duplication, and alignment with current Help Desk processes.
• Coordinate content validation with SMEs, process owners, and other stakeholders.
• Prepare Knowledge Base content for Help Desk Manager review and approval before publication or substantive revision.
• Maintain article ownership, status, review schedules, revision history, and other lifecycle records.
• Identify Knowledge Base gaps using ticket trends, recurring questions, process changes, and staff feedback.
• Implement approved content changes and provide status updates and recommendations to Help Desk Management.

Internal Documentation Management

• Coordinate the organization and lifecycle management of Help Desk SOPs, work instructions, job aids, process guides, templates, and other operational documentation.
• Maintain document controls, including ownership, versioning, review dates, approval status, revision history, and archival.
• Coordinate document reviews and identify outdated, duplicative, inconsistent, or missing content.
• Ensure approved process changes are reflected across applicable Help Desk documentation, Knowledge Base content, training materials, and support resources.
• Support administration and organization of SharePoint or other approved document repositories.
• Maintain documentation inventories and status information to support management oversight.

Operational Analysis and Process Improvement

• Analyze Help Desk inquiries and operational information to identify trends, recurring problems, documentation needs, and process improvement opportunities.
• Support development and implementation of standardized Help Desk processes, procedures, and internal controls.
• Assist Help Desk Managers with workflow evaluations, improvement initiatives, and implementation of approved process changes.
• Maintain documentation of assigned activities, findings, recommendations, and work status.

Collaboration and Staff Support

• Work collaboratively with Help Desk Managers, SMEs, technical teams, project staff, and government stakeholders.
• Provide subject matter guidance, peer support, training materials, and communications within assigned specialty areas.
• Coordinate assigned specialty, Knowledge Base, and documentation management activities under the direction and oversight of Help Desk Management.

Refer matters requiring operational authority or formal approval to the appropriate Help Desk Manager

Qualifications:

Required: 
Bachelor’s degree required; Master’s degree preferred.

• Relevant experience supporting public health, healthcare, information systems, Help Desk operations, program support, business analysis, or similar functions.
• Experience with NHSN Groups, Super Groups, or related user, facility, and access administration.
• Experience with ServiceNow, including incident and/or Knowledge Management functionality.
• Experience with SharePoint, Knowledge Base administration, document governance, workflow analysis, or process improvement.
• Experience researching and resolving user or operational issues and translating complex information into clear guidance.
• Experience developing or maintaining SOPs, knowledge articles, job aids, work instructions, or other operational documentation.
• Strong written, verbal, analytical, and organizational skills.
• Ability to manage multiple assignments and work effectively with managers, SMEs, technical teams, peers, and end users.
• Able to obtain and maintain Public Trust Level 5 clearance.
  
  
  

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.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.