Strategic ITSM & ServiceNow Analyst

CACI International Inc

Bolling (AL)

On-site

USD 75,000 - 158,000

Full time

9 days ago

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Benefits offered by this job

Competitive benefits package

Job summary

CACI International Inc. is seeking an ITSM Analyst to bridge the gap between our intelligence community customer and technical teams.

You will design a comprehensive Service Catalog, translate requirements into workflows, and coordinate with the ServiceNow team to deliver efficient IT services across the enterprise. The role requires TS/SCI clearance (with poly) or the ability to obtain one, expertise in ITIL processes, and strong communication and analytical skills to drive process improvements

Qualifications

Active TS/SCI clearance with poly or ability to obtain poly prior to start.
Strong ServiceNow knowledge including ITSM, ITOM, and Strategic Portfolio Management modules.

Responsibilities

Design and refine a comprehensive Service Catalog and structured workflows for requests, incidents, problems, changes, and projects.
Engage with senior stakeholders to gather requirements, present findings, and build consensus on process improvements.
Coordinate with ServiceNow team to translate business requirements into functional specifications, user stories, and acceptance criteria.
Analyze ITSM processes to identify automation opportunities and alignment with ITIL best practices.
Define and report KPIs and SLAs to demonstrate value of new workflows.