Service Catalog/Request Fulfillment Management - Requirements Analyst

CACI•Chantilly, VA

About The Position

The Information Technology Service Management (ITSM) Service Catalog/Request Fulfillment Process Analyst supports the design, deployment, and operations of IT Infrastructure based processes. The Process Analyst supports the deployment of process and procedures working with stakeholders to identify improvements. As the Service Catalog/Request Fulfillment Process Analyst, you get to: Support the planning, design, and implementation of ITSM Request Fulfillment and Service Catalog processes to meet evolving business and customer needs Develop and maintain procedures, work instructions, and templates to enable consistent process execution Perform as a self-starter, managing tasks independently while effectively collaborating within a team Apply process reengineering approaches to align workflows across service providers and organizational structures for unified service delivery Identify and champion process improvement opportunities, leveraging ITSM best practices and lessons learne Analyze and report on process performance metrics, presenting findings and recommendations to governance bodies as need Conduct quality assessments to validate process implementation and compliance with established standards. Prepare and deliver briefings and reports for customers and service providers. Adapt quickly to new challenges, maintaining a high standard of quality in all deliverables.

Requirements

TS/SCI with Poly Required
Bachelor’s Degree OR 5+ years of related work experience
Working knowledge of the Service Management workflows and ITSM processes
Experience using ServiceNow
Solid analysis and reporting skills
Strong written and verbal communications abilities, with the capacity to explain technical details to non-technical audiences
Experience facilitating reoccurring technical/non-technical meetings and working groups

Nice To Haves

ITIL 4 Certification
ServiceNow Certifications

Responsibilities

Monitor and improve end-user satisfaction during fulfillment of requests
Take corrective action based on customer feedback or dissatisfaction; ensure similar case of dissatisfaction does not repeat
Identify fulfillment opportunities that can be automated, liaison with tool team for automation
Provide input for technology requirements relating to or impacting service catalog and/or request fulfillment
Support engineering and design of service catalog items for the Ecosystem
Produce, maintain, and manage the service catalog requirements, workflows, and services
Update the service catalog with details of new or changed services
Update the service catalog with details of retired services
Support measurement and reporting for weekly and monthly meetings