Service Integration and Management (SIAM) Continuous Improvement Specialist

CACI•Chantilly, VA

18h•Onsite

About The Position

The Data-Driven Service Integration and Management (SIAM) Continuous Improvement Specialist is responsible for identifying, developing, managing, and implementing process improvements across the program using data analytics and ITIL best practices. This role is critical for fostering a culture of evidence-based continuous enhancement that drives operational excellence and ITSM best practices within the organization.

Requirements

TS/SCI with Poly Required
Bachelor's Degree or 5 years of related work experience
Demonstrated experience with data analysis tools and techniques (e.g., SQL, Power BI, Tableau)
Proven track record of implementing data-driven process improvements
In-depth knowledge of ITSM processes and Service Management workflows
Experience applying ITIL frameworks to drive measurable service improvements
Strong understanding of IT metrics and KPI development
Intimate knowledge of the customer environment and internal processes
Strong project management and scheduling skills
Excellent analytical and reporting capabilities
Superior written and verbal communication skills
Ability to translate complex data findings into actionable improvement plans
Ability to facilitate recurring technical/non-technical meetings and working groups
Strategic thinking and analytic skills
Capability to clearly document, explain, and present to technical and non-technical audiences
Strong self-management skills

Nice To Haves

Advanced ITIL certification (ITIL 4 Managing Professional or ITIL Expert preferred)
Experience with data mining and advanced analytics
Experience with ServiceNow
Certified in process improvement methodologies (Six Sigma, Lean, etc.)
Experience building automated reporting solutions and dashboards
Knowledge of AI/ML applications in IT service management
Experience implementing Continual Service Improvement (CSI) within ITIL framework
Proficiency in creating interactive dashboards
COBIT knowledge and experience
Experience in multi-provider ITSM environments

Responsibilities

Proactively mine and analyze IT service data to identify trends, patterns, and improvement opportunities
Apply statistical analysis and data visualization techniques to support evidence-based decision making
Lead the implementation of ITIL-based process improvements across the organization
Conduct evaluations and assessments leading to recommendations for process improvements, optimization, and development efforts for IT processes
Develop and refine key performance indicators (KPIs) to measure internal IT Service Management performance
Establish and maintain a knowledge management repository of improvement initiatives and outcomes
Develop and implement data collection methodologies to measure process effectiveness
Capture feedback from stakeholders on process effectiveness and develop roadmaps for improvements
Conduct regular benchmark analyses against industry standards and best practices
Work with tool providers to implement data elements supporting improvement objectives
Develop briefings, metrics, and perform trend analyses for presentation at various forums
Facilitate technical exchange meetings (TEMs) and other requirement-gathering work sessions
Collaborate with cross-functional teams to prioritize improvement initiatives based on data-driven ROI analysis
Support measurement and reporting for weekly and monthly meetings
Implement corrective actions based on customer feedback to prevent recurring issues
Provide input for technology requirements relating to continuous process improvement
Conduct comprehensive reviews of all operating agreements
Lead POC for the contract Control Objectives for Information and Related Technologies (COBIT) efforts
Attend meetings and forums to identify continuous improvement opportunities