ITSM Analyst: ServiceNow & Process Optimization

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

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.