ITSM Specialist

CACI•Washington Dc, DC

1d•Hybrid

About The Position

CACI is seeking an experienced ITSM Specialist for the United States Secret Service (USSS) contract, supporting the Department of Homeland Security. This role offers a unique opportunity to enhance national security by optimizing field technology operations and ITSM processes that support critical mission activities across geographically dispersed USSS locations. As an ITSM Specialist, you will play a pivotal role in enhancing the effectiveness and consistency of field technology operations by assessing current support processes, tools, and workflows, then implementing targeted improvements that increase responsiveness and mission readiness. You will work directly with field technicians and regional stakeholders to evaluate ITSM workflows, identify gaps and inconsistencies, and develop optimization strategies that improve service quality and reduce resolution times. Your expertise will help modernize how field technology staff deliver support, ensuring consistent, efficient service experiences for field personnel and mission operators. Join us to make a meaningful impact on a transformational program of national importance.

Requirements

Bachelor's degree + 10 years of experience in ITSM, IT service delivery, field support operations, or related fields; equivalencies considered (16 years of experience with no degree, AA + 12 years' experience, MA + 7 years' experience)
Ability to obtain a Public Trust clearance
Proven expertise assessing and optimizing ITSM processes, workflows, and service delivery operations
Strong understanding of ITIL framework and IT service management best practices
Experience evaluating ITSM tools (ServiceNow, Remedy, Jira Service Management, or similar platforms)
Demonstrated success improving ticket management processes including categorization, routing, escalation, and automation
Excellent analytical skills with ability to identify process inefficiencies and develop actionable recommendations
Strong stakeholder engagement skills with ability to work effectively with field technicians and regional teams
Outstanding communication skills with ability to translate technical concepts into clear, practical recommendations

Nice To Haves

Experience supporting federal government IT service management initiatives, particularly within DHS, law enforcement, or national security agencies
ITIL Expert or ITIL 4 Managing Professional (MP) certification
Experience with ServiceNow platform configuration, workflow design, and optimization
Background in field technology support operations or geographically dispersed IT service delivery
Knowledge of remote diagnostic tools, monitoring systems, and troubleshooting technologies
Experience with ITSM metrics, KPI development, and performance analytics
Lean or Six Sigma certification with process improvement background
Familiarity with knowledge management systems and practices (KCS - Knowledge-Centered Service)
Experience implementing workflow automation and self-service capabilities
Strong facilitation skills for workshops and stakeholder engagement sessions
Data analysis and visualization experience (Power BI, Tableau, Excel)
Understanding of federal IT security requirements and compliance considerations
Project management experience coordinating ITSM improvement initiatives
Change management background supporting technology adoption in field environments

Responsibilities

Assess and optimize field ITSM processes, workflows, ticket categorization, routing, escalation, and automation to improve responsiveness and reduce resolution times
Evaluate ITSM tools and support processes with field technicians and regional stakeholders to identify standardization opportunities and improve the consistency of field technology services
Evaluate existing ITSM workflows, diagnostic tools, and field support procedures to identify gaps, inconsistencies, and opportunities for standardization
Develop ITSM Workflow Optimization Recommendations detailing specific improvements to ticket categorization, routing, escalation, and automation
Assess remote diagnostic tools and monitoring capabilities; develop Remote Diagnostic Tooling Recommendation Report identifying enhancement opportunities
Work directly with field technicians and regional stakeholders to document pain points, streamline workflows, and develop updated support strategies
Recommend workflow automations that enable faster diagnosis, reduced resolution times, and more consistent service experiences
Establish metrics and KPIs to track field ITSM effectiveness; develop Monthly Field Operations Improvement Summary documenting progress and outcomes
Collaborate with documentation and training specialists to ensure ITSM improvements are documented and field staff are prepared for adoption
Support continuous improvement practices to regularly assess and refine field ITSM operations