Information Technology Service Management (ITSM) Service Catalog/Request Fulfillment Process Analyst

CACI•Chantilly, VA

About The Position

The ITSM Service Catalog/Request Fulfillment Process Analyst supports the design, deployment, and operation of IT infrastructure processes. The role helps deploy processes and procedures and works with stakeholders to identify improvements. It supports the planning, design, and implementation of ITSM Request Fulfillment and Service Catalog processes as customer, service provider, and internal stakeholder needs evolve. The analyst facilitates the collection and definition of client requirements, advises on process best practices, analyzes business or systems processes for improvement, and works with clients to understand needs and recommend solutions. The position communicates with end users, management, vendors, and IT personnel, and collaborates across process areas to analyze and troubleshoot issues. The role monitors process performance and adherence across the ITSM process life cycle, supports measurement and reporting, and conducts quality assessments. It also manages service catalog requirements, workflows, and services, keeping catalog information current and synchronized, including updates for new, changed, consolidated, and retired services. The analyst identifies opportunities to automate request fulfillment and coordinates with the tool team. Active TS/SCI with Polygraph clearance is required.

Requirements

Active TS/SCI with Polygraph clearance.
Bachelor’s degree or at least 5 years of related work experience.
Working knowledge of Service Management workflows and ITSM processes.

Responsibilities

Support planning, design, and implementation of ITSM Request Fulfillment and Service Catalog processes.
Develop procedures, work instructions, and templates to support process execution.
Manage end-to-end efforts independently and as part of a team.
Analyze and reengineer processes to align processes, service providers, and organizational structures for consistent service delivery.
Identify and champion process improvement opportunities using best practices and experience.
Monitor processes throughout the ITSM process life cycle and validate adherence to process requirements and measurement activities.
Lead quality assurance activities related to the process and conduct quality assessments to verify implementation against quality standards.
Support analysis and evaluation of process performance measurements and brief results and recommendations to governance forums as appropriate.
Prepare briefs and reports for customers and service providers.
Collaborate with other process areas to analyze and troubleshoot issues across ITSM processes.
Apply process improvement and reengineering methodologies to modernize and improve processes.
Facilitate collection and definition of client requirements; advise on process best practices; analyze business or systems processes; and recommend solutions based on client needs.
Communicate with end users, management, vendors, and IT personnel.
Monitor and improve end-user satisfaction during request fulfillment.
Take corrective action based on customer feedback or dissatisfaction and help prevent repeat dissatisfaction.
Identify request fulfillment opportunities for automation and liaise with the tool team.
Provide input on technology requirements related to or affecting the Service Catalog and Request Fulfillment.
Support engineering and design of Service Catalog items for the Ecosystem.
Produce, maintain, and manage Service Catalog requirements, workflows, and services.
Update the Service Catalog with details of new, changed, consolidated, and retired services, and ensure catalogs are synchronized.