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CACI International ITSM Business Process Administrator – Knowledge Management in Chantilly, Virginia

ITSM Business Process Administrator – Knowledge Management

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

The Knowledge Management Business Process Administrator supports defining requirements, ensuring stakeholder participation, and ensuring the quality and performance of the Knowledge Management process and activities.


  • Supports the planning, design, and implementation of knowledge processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders

  • Supports the development of procedures, work instructions, and templates to support process execution

  • Performs as a self-starter who manages end-to-end efforts working independently as well as within a team environment

  • Leverages knowledge and best practice experience to identify and champion recommendations for improvements opportunities

  • Monitors knowledge processes within the environment and throughout the ITSM process life cycle; validates adherence to specified knowledge process requirements and measurement activities; supports quality assurance activities related to knowledge process

  • Ensures compliance with knowledge specific standards and policies

  • Supports analysis, evaluation, and assessment of knowledge process performance measurements, and briefs results and recommendations to the appropriate level governance forums

  • Conducts quality assessments to validate proper implementation of knowledge processes to meet quality standards

  • Prepares and may briefs reports (Lead back-up as needed) to customers and service providers

  • Works with other areas to perform analyses and troubleshoots issues across knowledge process area

  • Applies process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements

  • Delivers high quality work and can adapt to new challenges, either on their own or as part of a team

  • Supports the current knowledge management practice as well as support the design of new knowledge distribution policies and encourage the use of the new practices

  • Analyze the effectiveness of the new knowledge management processes by observing its usage and evaluate its impact in terms of the organizational benefits

You’ll Bring These Qualifications:

  • TS/SCI with Poly Required

  • Bachelor’s Degree and/or 1 year of related work experience, and 3+ years of work experience

  • Experience working on a IT Service Management Team writing knowledge articles, and/or experience with ITIL 4 Knowledge Management processes

  • Working knowledge of Service Management workflows and ITSM processes

  • Experience with ITIL and/or training, with ability to obtain ITIL 4 certification within three months of hire

  • Some analysis and reporting skills

  • Strong written and verbal communications skills

  • Able to work collaboratively with a Team to transform ideas and implement appropriate solutions

These Qualifications Would be Nice to Have:

  • ITIL certifications

  • ServiceNow certification

  • Experience managing projects to meet schedules and milestones

  • Experience in leading large process improvement projects

  • Experience in creating interactive dashboards

What We Can Offer You:

  • We’ve been named a Best Place to Work by the Washington Post.

  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

  • We offer competitive benefits and learning and development opportunities.

  • We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

  • For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.