ITSM Field Ops Optimization Lead

CACI International Inc; Washington (District of Columbia); On-site; USD 121,000 - 266,000; Full time

Job summary

CACI International Inc. is seeking an ITSM Specialist to enhance field technology operations and ITSM processes across USSS locations.

You will assess workflows, tools, and pain points, then implement improvements to boost responsiveness and mission readiness. Collaborating with field technicians and regional stakeholders, you will standardize ITSM practices, reduce resolution times, and establish KPIs to measure impact.

Qualifications

• Bachelor's degree with 10+ years in ITSM or related fields; equivalencies allowed.
• Proven ability to assess and optimize ITSM processes and service delivery.
• Strong knowledge of ITIL and best practices in IT service management.

Responsibilities

• Assess and optimize field ITSM processes, workflows, categorization, routing, escalation and automation.
• Evaluate ITSM tools with field technicians to standardize services and improve consistency.
• Develop optimization recommendations for ticket handling and automation.
• Create KPI metrics and monthly summaries tracking field ITSM improvements.
• Collaborate with docs and training teams to ensure adoption of improvements.
• Support continuous improvement of field ITSM operations.

Skills

ITIL framework

ITSM optimization

Process improvement

Stakeholder engagement

Analytical skills

Communication ability

Education

Bachelor's degree + 10y ITSM experience

Tools

ServiceNow

Remedy

Jira Service Management

Job description

CACI International Inc. is seeking an ITSM Specialist to enhance field technology operations and ITSM processes across USSS locations.

You will assess workflows, tools, and pain points, then implement improvements to boost responsiveness and mission readiness. Collaborating with field technicians and regional stakeholders, you will standardize ITSM practices, reduce resolution times, and establish KPIs to measure impact.