IT Service Management Analyst

About the role

CACI's Enterprise Communications Services 3 (ECS3) program supports an intelligence customer across its operating locations, developing new designs, inserting new tools and implementing and operating improved services for LANs, Unified Communications, Video Teleconferencing and streaming. As an ITSM Analyst, you will be the main link between the customer and the technical implementation teams, collaborating with senior stakeholders to analyze business processes, identify bottlenecks and design a modern Service Catalog. The role requires a TS/SCI clearance with polygraph.

Key responsibilities

• Design, build and refine a Service Catalog and structured workflows for service requests, incidents, problems, changes and projects, working with the customer.
• Meet senior stakeholders, gather requirements, give executive briefings and build consensus on process improvements.
• Act as liaison with the ServiceNow support and development team, turning business needs into technical specifications, user stories and acceptance criteria.
• Analyze existing ITSM processes for automation and alignment with ITIL best practices.
• Define, track and report KPIs and SLAs to show the value of the new workflows.

Required profile

• Active TS/SCI with poly clearance, or TS/SCI with the ability to obtain a poly before starting.
• Exceptional verbal and written communication, able to run workshops and explain complex workflows to non-technical leaders.
• Strong analytical skills, including mapping multi-departmental processes into swim-lane diagrams or flowcharts.
• Education: high school/GED plus 9 years, associate plus 7, bachelor plus 5, master plus 3, or PhD plus 1 year; or a security certification (or equivalent).
• Preferred: experience in the Intelligence Community and familiarity with NOCs, circuit management, unified communications and enterprise communications infrastructure.

Required skills

• Strong working knowledge of ServiceNow, including ITSM, ITOM and Strategic Portfolio Management modules.
• Active ITIL Foundation certification (v3 or v4); higher-level ITIL certifications are highly valued.
• Familiarity with Microsoft 365 (SharePoint, Teams, Power Platform).

What we offer

• Proposed pay range of $75,200-$158,100, depending on location, experience and skills.
• Healthcare, wellness, financial, retirement, family support, continuing education and time-off benefits.
• Flexible time off and learning resources.