ITSM Field Ops Specialist - Process & Automation Lead

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

Job summary

CACI International Inc. in Washington, DC, seeks an experienced ITSM Specialist to optimize field technology operations and ITSM processes across USSS locations.

You will assess current workflows, tools, and diagnostics, develop optimization strategies, and collaborate with field technicians and regional stakeholders to raise service quality and reduce resolution times. The role supports primarily remote work with potential onsite presence in the DC area.

Qualifications

• Bachelor's degree plus 10 years ITSM or related experience (equivalencies allowed).
• Ability to obtain a Public Trust clearance.
• Proven expertise assessing and optimizing ITSM processes, workflows, and service delivery.
• Strong ITIL knowledge and best practices.
• Experience with ServiceNow, Remedy, or Jira Service Management.
• Proven success improving ticket management (categorization, routing, escalation, automation).
• Excellent analytical skills and stakeholder engagement.
• Strong communication to translate concepts into practical recommendations.

Responsibilities

• Assess and optimize field ITSM processes, workflows, ticket categorization, routing, escalation, and automation to improve responsiveness and reduce resolution times.
• Evaluate ITSM tools and support processes with field technicians and regional stakeholders to identify standardization opportunities and improve consistency.
• Evaluate existing ITSM workflows, diagnostic tools, and field support procedures to identify gaps, inconsistencies, and opportunities for standardization.
• Develop ITSM Workflow Optimization Recommendations detailing specific improvements to ticket categorization, routing, escalation, and automation.
• Assess remote diagnostic tools and monitoring capabilities; develop Remote Diagnostic Tooling Recommendation Report identifying enhancement opportunities.
• Work directly with field technicians and regional stakeholders to document pain points, streamline workflows, and develop updated support strategies.
• Recommend workflow automations that enable faster diagnosis, reduced resolution times, and more consistent service experiences.
• Establish metrics and KPIs to track field ITSM effectiveness; develop Monthly Field Operations Improvement Summary documenting progress and outcomes.
• Collaborate with documentation and training specialists to ensure ITSM improvements are documented and field staff are prepared for adoption.
• Support continuous improvement practices to regularly assess and refine field ITSM operations.

Skills

ITSM

ITIL

Stakeholder engagement

Analytical skills

Communication skills

Process optimization

Education

Bachelor's degree

Tools

ServiceNow

Remedy

Jira Service Management

Job description

CACI International Inc. in Washington, DC, seeks an experienced ITSM Specialist to optimize field technology operations and ITSM processes across USSS locations.

You will assess current workflows, tools, and diagnostics, develop optimization strategies, and collaborate with field technicians and regional stakeholders to raise service quality and reduce resolution times. The role supports primarily remote work with potential onsite presence in the DC area.