IT Service Management Analyst

CACI International Inc; Washington (District of Columbia); On-site; USD 75,000 - 158,000; Full time

Job summary

CACI International Inc. is seeking an ITSM Analyst to serve as the primary bridge between our intelligence customer and our technical teams.

You will analyze business processes, design a modern Service Catalog, and translate requirements into workflows for service requests, incidents, and changes using ServiceNow. You will engage senior stakeholders, define KPIs and SLAs, and ensure ITIL-aligned improvements.

Qualifications

• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Experience mapping complex business processes into workflows.
• Familiarity with ITIL processes and ITSM concepts.
• Ability to facilitate workshops and present to senior leaders.

Responsibilities

• Service Catalog & Workflow Design: Design and refine a comprehensive Service Catalog and structured workflows for service requests, incidents, problems, changes, and projects.
• Stakeholder Engagement: Meet with senior stakeholders to gather requirements, present findings, and build consensus on process improvements.
• ServiceNow Coordination: Liaise with the ServiceNow team, translating requirements into technical specs, user stories, and acceptance criteria.
• Process Optimization: Analyze ITSM processes to identify automation opportunities and align with ITIL best practices.
• Performance Metrics: Define and report KPIs and SLAs to demonstrate value of workflows.

Skills

Communication

Analytical Skills

Education

Bachelor's degree or higher

Tools

ServiceNow

SharePoint

Teams

Power Platform

Job description

The Opportunity:

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.

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.

Qualifications

Required:

• 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).

Desired

• 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.

What You Can Expect

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:

$75,200-$158,100

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.