SIAM IT Operations Service Management (ITSM) Specialist

CACI•Chantilly, VA

2d•Onsite

About The Position

We are seeking an experienced, highly motivated, and versatile IT Operations Service Management (ITSM) Specialist to join our Service Integration and Management (SIAM) Operations team. In this strategic role, you will provide critical oversight, integration, and advisory execution across four core ITIL functional areas: Change, Configuration (CM), Event, and Incident Management on a US government contract. As a SIAM ITSM Specialist, you will actively engage as a process consultant across a diverse ecosystem of stakeholders and multiple service providers/Managed Service Providers (MSPs). You will apply process improvement and reengineering approaches to develop a unified and consistent service delivery model. Whether advising on incident frameworks, ensuring the CMDB complies with the logical service model policy, governing system change workflows to mitigate operational risk, or advising on event monitoring rules to reduce false positives, you will ensure the entire ecosystem delivers high-quality work and complies with all applicable specifications and standards.

Requirements

Active TS/SCI with Polygraph Required.
ITIL 4 Foundations Certification Required.
Minimum of 5–7 years of experience implementing ITIL Framework in an IT environment, with a strong background supporting core ITSM functions (Event, Incident, and Configuration Management) within programs of similar scope, type, and complexity.
Experience managing projects to meet schedules and milestones.
Strong proficiency, working knowledge, and understanding of the ITIL framework concepts, practices, workflows, policy compliance, and multi-vendor integration.
Strong written, verbal communication, and presentation skills with the ability to clearly document, explain, and brief ITSM processes, as well as facilitate meetings with Program and Government personnel.
Experience working with an IT service ticketing system analyzing data, utilizing ServiceNow dashboards/tools/techniques to report status, and extensive knowledge of the MS Product Suite (Word, Excel, PowerPoint, SharePoint).
Self-starter who manages end-to-end efforts working independently as well as within a team environment, capable of delivering high-quality work and adapting to new challenges.

Nice To Haves

Advanced ITIL certifications or training beyond Foundations.
ServiceNow certifications.
Familiarity with Tableau.
Familiarity with SRS or other ITSM management tools.

Responsibilities

Advise on proactive incident management frameworks, support the strategic execution of major incident workflows, and ensure the multi-provider ecosystem follows established process policies and procedures.
Analyze customer feedback and end-user satisfaction metrics to advise on process corrections, ensuring root causes for dissatisfaction are addressed and similar cases do not repeat.
Evaluate incident trends to advise on the creation of problem management tickets.
Identify incident resolution workflows that can be automated and liaison with the tools team to advise on automation implementation.
Provide daily oversight, integration, and governance of the Change Management lifecycle across multiple MSPs, ensuring all changes to the operational environment are traceable through documentation and approvals according to policy.
Actively participate in/chair Change Control Meetings to provide change management insight, advisory expertise, process compliance guidance, and project readiness assessments.
Provide process direction across the program for the proper resolution of change request issues and foster a common understanding of process scope, applicability, and key sub-processes.
Support the strategic planning, design, deployment, transformation, and governance of ITSM Event processes and procedures.
Advise on event management workflows, helping stakeholders analyze network devices and throughput metrics to isolate false-positive readings and ensure reported events are truly actionable.
Support the planning, design, and implementation of configuration management plans and standards, ensuring the mapping of logical service models matches business service policies.
Oversee and advise on the management, maintenance, and timely updates of the Configuration Management Database (CMDB), ensuring CI relationship mapping is accurate and evaluated often according to standard.
Assist in periodic verification and audits of CIs and advise asset management on defining common naming conventions and tagging standards for both assets and CIs.
Provide advisory input for technology requirements relating to or impacting configuration management policy.
Apply process improvement, reengineering methodologies, and best practice principles to design, implement, and modernize unified service delivery workflows.
Work with key stakeholders across process areas to provide advisory support and help troubleshoot cross-functional process issues.
Monitor services, conduct quality assessments, and perform compliance/change verifications throughout the ITSM lifecycle to validate adherence to specified process requirements, quality standards, and project constraints.
Develop metric strategies and utilize ServiceNow dashboards, reporting tools, and analytical techniques to monitor service delivery.
Prepare slides, briefs, and reports to show ecosystem status and present technical details to management, business, customers, and governance forums.
Oversee and manage the repository for program artifacts.
Organize, write, edit, and produce technical documentation, policy standards, and training materials per project standards for clarity, conciseness, style, terminology, and visual fidelity.
Lead and facilitate recurring technical/non-technical meetings, Technical Exchange Meetings (TEMs), and requirements-gathering work sessions.