IT Service Management Analyst

CACI•Washington, DC

2d•$75,200 - $158,100

About The Position

The IT Service Management Analyst will serve as the primary bridge between the intelligence community customer and technical implementation teams on the Enterprise Communications Services 3 (ECS3) program. The program supports the customer across its operating locations and focuses on technically transforming current services through new designs, tools, and the implementation and operation of new or enhanced services. Modernization areas include Local Area Networks (LANs), Unified Communications (UC), Video Teleconferencing (VTC), and streaming services. The analyst will work with senior stakeholders to assess current business processes, identify service bottlenecks, and design a modern Service Catalog. The role translates customer needs into structured workflows and coordinates with a ServiceNow development team to implement them, improving operational efficiency across the enterprise. The position also supports continual service improvement through process optimization and performance measurement.

Requirements

Active TS/SCI with polygraph clearance, or TS/SCI clearance with the ability to obtain a polygraph before starting.
Strong working knowledge of ServiceNow, including its ITSM, ITOM, and Strategic Portfolio Management core modules and capabilities.
Active ITIL Foundation certification (v3 or v4).
Exceptional verbal and written communication skills, including the ability to facilitate workshops, conduct requirements-gathering sessions, and present complex technical workflows to nontechnical senior leaders.
Strong analytical and problem-solving skills, including experience mapping complex, multi-departmental business processes into swim-lane diagrams or flowcharts.
Familiarity with Microsoft 365 applications, including SharePoint, Teams, and Power Platform, for collaboration and project tracking.
One of the following education and experience combinations: High School/GED plus 9 years; associate degree plus 7 years; bachelor's degree plus 5 years; master's degree plus 3 years; or PhD plus 1 year.
Security+ certification or equivalent.

Nice To Haves

Higher-level ITIL Managing Professional or Strategic Leader certification.
Prior experience in the Intelligence Community and understanding of operational security constraints in classified environments.
Familiarity with Network Operations Centers (NOC), circuit management, unified communications, and enterprise communications infrastructure such as LAN, WAN, and UC.

Responsibilities

Coordinate with the customer to design, build, and refine a Service Catalog and workflows for service requests, incidents, problems, changes, and projects.
Engage senior stakeholders to gather operational requirements, present findings, provide executive-level briefings, and build consensus on process improvements.
Serve as the primary liaison between the customer and the ServiceNow support and development team.
Translate business requirements into functional technical specifications, user stories, and acceptance criteria for implementation.
Analyze existing ITSM processes and identify opportunities for automation, simplification, and alignment with ITIL best practices.
Define, track, and report KPIs and SLAs to demonstrate workflow value and efficiency.