SIAM Continuous Improvement - Data-Driven ITIL Specialist

CACI; United States; On-site; USD 87,000 - 182,000; Full time

Job summary

CAC I is seeking a Service Integration and Management (SIAM) Continuous Improvement Specialist to drive data-driven ITSM improvements within a TS/SCI with poly environment. You will mine IT service data, define KPIs, and lead ITIL-based process enhancements across the organization.

Responsibilities include developing and refining KPIs, supporting trend analyses, and collaborating with cross‑functional teams to prioritize improvements based on ROI.

Qualifications

• TS/SCI with Poly Required
• Bachelor's Degree or 5 years of related work experience
• Demonstrated experience with data analysis tools and techniques (e.g., SQL, Power BI, Tableau)
• Proven track record of implementing data-driven process improvements
• In-depth knowledge of ITSM processes and Service Management workflows
• Experience applying ITIL frameworks to drive measurable service improvements
• Strong understanding of IT metrics and KPI development
• Intimate knowledge of the customer environment and internal processes
• Strong project management and scheduling skills
• Excellent analytical and reporting capabilities
• Superior written and verbal communication skills
• Ability to translate complex data findings into actionable improvement plans
• Ability to facilitate recurring technical/non-technical meetings and working groups
• Strategic thinking and analytic skills
• Capability to clearly document, explain, and present to technical and non-technical audiences
• Strong self-management skills

Responsibilities

• Mine and analyze IT service data to identify trends and improvement opportunities
• Apply statistical analysis and data visualization techniques to support decision making
• Lead ITIL-based process improvements across the organization
• Develop and refine KPIs to measure IT Service Management performance
• Establish and maintain a knowledge base of improvement initiatives and outcomes
• Develop data collection methodologies to measure process effectiveness
• Gather stakeholder feedback and develop roadmaps for improvements
• Benchmark against industry standards and best practices
• Collaborate with cross-functional teams to prioritize improvements based on ROI
• Support measurement and reporting for weekly and monthly meetings
• Implement corrective actions based on customer feedback to prevent recurring issues
• Contribute input for technology requirements for continuous improvement
• Review operating agreements
• Lead COBIT-related efforts
• Participate in meetings to identify improvement opportunities

Skills

Data analysis

ITSM knowledge

KPI development

Project management

Analytical reporting

Stakeholder engagement

Effective communication

Meeting facilitation

Education

Bachelor's Degree or 5 years related work experience

Tools

SQL

Power BI

Tableau

ServiceNow

Job description

CAC I is seeking a Service Integration and Management (SIAM) Continuous Improvement Specialist to drive data-driven ITSM improvements within a TS/SCI with poly environment. You will mine IT service data, define KPIs, and lead ITIL-based process enhancements across the organization.

Responsibilities include developing and refining KPIs, supporting trend analyses, and collaborating with cross‑functional teams to prioritize improvements based on ROI.