ITSM Analyst

CACI International•Washington, DC

1d•$75,200 - $158,100•Onsite

About The Position

The Enterprise Communications Services 3 (ECS3) program supports our intel customer across its many operating locations. Our focus is on helping the organization technically transform its current services. To accomplish this, we are charged with the development of new designs, insertions of new tools, and implementation & operation of new and/or enhanced services. Over the life of the contract, we will drive continual service improvement by tech modernization for our Local Area Networks (LANs), Unified Communications (UC), Video Teleconferencing (VTC), and Streaming services. As an ITSM Analyst, you will be the primary bridge between our intelligence community customer and our technical implementation teams. You will collaborate directly with senior stakeholders to analyze current business processes, identify service bottlenecks, and design a comprehensive, modern Service Catalog. Your work will directly shape how the organization requests, tracks, and delivers critical communication services. You will translate customer requirements into structured workflows and coordinate directly with a ServiceNow development team to bring these workflows to life, driving operational efficiency across the entire enterprise.

Requirements

Security Clearance: Active TS/SCI with poly clearance OR TS/SCI clearance with the ability to obtain a poly prior to starting.
ITSM Tool Familiarity: Strong working knowledge of ServiceNow, including a deep understanding of its core modules (ITSM, ITOM, and Strategic Portfolio Management) and capabilities.
Certifications: Active ITIL Foundation certification (v3 or v4) is required (higher-level ITIL Managing Professional or Strategic Leader certifications are highly valued).
Communication: Exceptional verbal and written communication skills, with a proven ability to facilitate workshops, conduct requirements-gathering sessions, and present complex technical workflows to non-technical senior leaders.
Analytical Skills: Strong analytical and problem-solving skills, with experience mapping complex, multi-departmental business processes into logical swim-lane diagrams or flowcharts.
Familiarity with Microsoft 365 applications (SharePoint, Teams, Power Platform) for collaboration and project tracking.
High School/GED + 9 Yrs, or Associates + 7 Yrs, or Bachelors +5 Yrs, or Masters + 3 Yrs, or PhD +1 Yrs.
Security+ certification (or equivalent).

Nice To Haves

Domain Experience: Prior experience working within the Intelligence Community (IC) and understanding the unique operational security constraints of classified environments.
Technical Familiarity: Familiarity with Network Operations Centers (NOC), circuit management, unified communications, and enterprise communications infrastructure (LAN, WAN, UC) to better translate technical requests into ServiceNow workflows.

Responsibilities

Service Catalog & Workflow Design: Coordinate directly with the customer to design, build, and continuously refine a comprehensive Service Catalog and structured workflows for service requests, incidents, problems, changes, and projects.
Stakeholder Engagement: Meet with senior stakeholders to gather operational requirements, present findings, deliver executive-level briefings, and build consensus on proposed process improvements.
ServiceNow Coordination: Act as the primary liaison between the customer and the ServiceNow support/development team, translating business requirements into functional technical specifications, user stories, and acceptance criteria for implementation.
Process Optimization: Analyze existing ITSM processes to identify areas for automation, simplification, and alignment with industry best practices (ITIL), ensuring a seamless user experience.
Performance Metrics: Define, track, and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to demonstrate the value and efficiency of the newly implemented workflows.