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CACI International ITSM Process Analyst in Chantilly, Virginia

ITSM Process Analyst

Job Category: Project and Program Management

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 Information Technology Service Management (ITSM) Process Analyst supports the design, deployment, and operations of IT Infrastructure based processes. The Process Analyst supports the deployment of process and procedures working with stakeholders to identify improvements.

What You’ll Get to Do:

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

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

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

  • Analyze and use reengineering approaches that ensure linkage among processes, service providers, and organizational structures in order to develop unified and consistent service delivery.

  • Leverage knowledge and best practice experience to identify and champion recommendations for improvements opportunities within the specific process area.

  • Monitor processes within the environment and throughout the ITSM process life cycle; validates adherence to specified process requirements and measurement activities; leads quality assurance activities related to process.

  • Ensure compliance with process-specific standards and policies.

  • Lead analysis, evaluation, and assessment of process performance measurements, and brief results and recommendations to the appropriate level governance forums.

  • Conduct quality assessments to validate proper implementation of processes to meet quality standards.

  • Prepare and brief reports to customers and service providers.

  • Work with other areas to perform analyses and troubleshoots issues across specific ITSM process areas.

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

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

You’ll Bring These Qualifications:

  • TS/SCI with Poly Required.

  • Bachelor’s Degree OR 10+ years of related work experience with a 5+ years leading ITSM processes.

  • Deep working knowledge of the Service Management workflows and ITSM processes.

  • ITIL certification and training.

  • Experience managing projects to meet schedules and milestones.

  • Solid analysis and reporting skills.

  • Strong written and verbal communications skills.

  • Ability to clearly document and explain ITSM processes (training).

  • Ability to present technical details to a non-technical audience (briefing).

  • Ability to facilitate reoccurring technical/non-technical meetings and working groups.

These Qualifications Would be Nice to Have:

  • Advanced ITIL certifications or training.

  • Working knowledge with ServiceNow.

  • Experience in leading large process improvement projects.

  • Experience in creating interactive dashboards.

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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.

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