Remote ITSM Strategist for Field Tech Ops

CACI International; Washington; Hybrid; USD 159,000 - 266,000; Full time

Benefits offered by this job

Flexible time off

Learning resources

Job summary

CACI is seeking an experienced ITSM Specialist for the United States Secret Service contract, supporting the Department of Homeland Security. This role focuses on optimizing field ITSM processes, workflows, routing, escalation, and automation to improve responsiveness and resolution times.

The position is primarily remote with possible onsite work in Washington, DC, and requires strong collaboration with field technicians and regional stakeholders.

Qualifications

• Bachelor’s degree + 10 years of ITSM experience required; equivalencies considered.
• Strong knowledge of ITIL framework and IT service management best practices.
• Experience evaluating ITSM tools and optimizing ticket management.

Responsibilities

• Assess and optimize field ITSM processes to improve response times.
• Evaluate ITSM tools with field technicians to standardize services.
• Analyze workflows to identify gaps and standardization opportunities.
• Develop ITSM workflow optimization recommendations.
• Assess remote diagnostic tools and report enhancement opportunities.
• Document pain points with field staff and update support strategies.
• Propose automations to speed diagnosis and consistency.
• Establish KPIs and monthly summaries to track improvements.
• Collaborate with documentation and training teams for adoption.

Skills

ITSM

IT service delivery

Field support operations

ITIL

Stakeholder engagement

Communication

Analytical thinking

Public Trust clearance

Education

Bachelor’s degree + 10 years ITSM experience

Tools

ServiceNow

Remedy

Jira Service Management

Job description

CACI is seeking an experienced ITSM Specialist for the United States Secret Service contract, supporting the Department of Homeland Security. This role focuses on optimizing field ITSM processes, workflows, routing, escalation, and automation to improve responsiveness and resolution times.

The position is primarily remote with possible onsite work in Washington, DC, and requires strong collaboration with field technicians and regional stakeholders.