ITSM Analyst

CACI International Inc.; Fort Wayne (IN); On-site; USD 75,000 - 158,000; Full time

Job summary

CACI International Inc. seeks an ITSM Analyst to bridge the gap between an intelligence community client and ServiceNow implementation teams. You will design a modern Service Catalog, map processes, and drive ITIL-aligned improvements across ITSM, ITOM, and SSP areas.

You will translate requirements for executive audiences and ensure measurable improvements. You will collaborate with ServiceNow developers, engage senior stakeholders, and define workflows, KPIs, and SLAs to demonstrate efficiency

Qualifications

• Security clearance preferred or ability to obtain TS/SCI with poly.
• Experience mapping complex business processes into logical swim-lane diagrams or flowcharts.
• Strong communication skills to present technical workflows to senior leaders.

Responsibilities

• Design, build, and refine a comprehensive Service Catalog and workflows for requests, incidents, problems, changes, and projects.
• Engage with senior stakeholders to gather requirements, present findings, and build consensus on improvements.
• Coordinate with ServiceNow team to translate business requirements into specifications and acceptance criteria.
• Analyze ITSM processes to identify automation opportunities and ensure ITIL-aligned operations.
• Define, track, and report KPIs and SLAs to demonstrate value of new workflows.

Skills

ServiceNow

ITIL

Security+

Stakeholder engagement

Data analysis

Microsoft 365

Workshop facilitation

Process design

Education

Bachelor's degree or higher

Tools

ServiceNow ITSM

SharePoint

Teams

Power Platform

Job description

Job Title: ITSM AnalystJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: TS/SCI with PolygraphEmployee Type: RegularPercentage of Travel Required: Up to 10%Type of Travel: Continental US* * *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-$158,100CACI 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.