ITSM Analyst

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

Job summary

CACI International Inc. seeks an ITSM Analyst to bridge the intelligence community customer with technical teams, designing a modern Service Catalog and workflows in ServiceNow. You will translate requirements into structured workflows and coordinate with a ServiceNow development team to deliver scalable solutions.

The role requires strong communication, ITIL knowledge, and the ability to map complex processes. On-site with up to 10% travel, full-time, TS/SCI with poly preferred.

Qualifications

• Active TS/SCI clearance with poly required.
• Strong ServiceNow ITSM experience.
• ITIL Foundation certification required.
• Excellent communication and workshops facilitation.
• Analytical skills to map multi-department processes.
• Familiarity with Microsoft 365 apps.
• Security+ certification (or equivalent).

Responsibilities

• Service Catalog & Workflow Design: coordinate with the customer to design, build, and refine a comprehensive Service Catalog and workflows.
• Stakeholder Engagement: meet with senior stakeholders to gather requirements, present findings, and build consensus on improvements.
• ServiceNow Coordination: act as liaison between customer and ServiceNow team, translating requirements into specs and acceptance criteria.
• Process Optimization: analyze ITSM processes for automation and ITIL alignment.
• Performance Metrics: define, track, and report KPIs and SLAs for new workflows.

Skills

TS/SCI clearance

ServiceNow ITSM

ITIL Foundation certification

Stakeholder engagement

Analytical skills

Microsoft 365 (SharePoint/Teams/Power)

Education

High School/GED + 9 Yrs

Associates + 7 Yrs

Bachelors +5 Yrs

Masters +3 Yrs

PhD +1 Yrs

Tools

ServiceNow ITSM

ServiceNow ITOM

ServiceNow SPM

SharePoint

Teams

Power Platform

Microsoft 365

Job description

Job Title: ITSM Analyst

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage 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

• 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.