ITSM Specialist

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

Job Title: ITSM Specialist

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

* * *

The Opportunity:

CACI is seeking an experienced ITSM Specialist for the United States Secret Service (USSS) contract, supporting the Department of Homeland Security. This role offers a unique opportunity to enhance national security by optimizing field technology operations and ITSM processes that support critical mission activities across geographically dispersed USSS locations.

As an ITSM Specialist, you will play a pivotal role in enhancing the effectiveness and consistency of field technology operations by assessing current support processes, tools, and workflows, then implementing targeted improvements that increase responsiveness and mission readiness. You will work directly with field technicians and regional stakeholders to evaluate ITSM workflows, identify gaps and inconsistencies, and develop optimization strategies that improve service quality and reduce resolution times. Your expertise will help modernize how field technology staff deliver support, ensuring consistent, efficient service experiences for field personnel and mission operators. Join us to make a meaningful impact on a transformational program of national importance.

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 the consistency of field technology services
• 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

Qualifications:

Required

• Bachelor's degree + 10 years of experience in ITSM, IT service delivery, field support operations, or related fields; equivalencies considered (16 years of experience with no degree, AA + 12 years’ experience, MA + 7 years’ experience)
• Ability to obtain a Public Trust clearance
• Proven expertise assessing and optimizing ITSM processes, workflows, and service delivery operations
• Strong understanding of ITIL framework and IT service management best practices
• Experience evaluating ITSM tools (ServiceNow, Remedy, Jira Service Management, or similar platforms)
• Demonstrated success improving ticket management processes including categorization, routing, escalation, and automation
• Excellent analytical skills with ability to identify process inefficiencies and develop actionable recommendations
• Strong stakeholder engagement skills with ability to work effectively with field technicians and regional teams
• Outstanding communication skills with ability to translate technical concepts into clear, practical recommendations

Desired

• Experience supporting federal government IT service management initiatives, particularly within DHS, law enforcement, or national security agencies
• ITIL Expert or ITIL 4 Managing Professional (MP) certification
• Experience with ServiceNow platform configuration, workflow design, and optimization
• Background in field technology support operations or geographically dispersed IT service delivery
• Knowledge of remote diagnostic tools, monitoring systems, and troubleshooting technologies
• Experience with ITSM metrics, KPI development, and performance analytics
• Lean or Six Sigma certification with process improvement background
• Familiarity with knowledge management systems and practices (KCS - Knowledge-Centered Service)
• Experience implementing workflow automation and self-service capabilities
• Strong facilitation skills for workshops and stakeholder engagement sessions
• Data analysis and visualization experience (Power BI, Tableau, Excel)
• Understanding of federal IT security requirements and compliance considerations
• Project management experience coordinating ITSM improvement initiatives
• Change management background supporting technology adoption in field environments

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.

The proposed salary range for this position is: $120,800 - $265,800

CACIs 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.