CACI International Jobs

Multi-sourcing Service Integration (MSI) Continual Service Improvement Analyst

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: None

The Multi-sourcing Service Integration (MSI) Continual Service Improvement Analyst position is responsible for identifying and championing process improvements across the program. The candidate will work with process leads and analysts to identify, develop, and execute improvement initiatives and provide regular status briefings to the Sponsor. This role is critical for developing a sustainable culture of continuous process improvement that will drive operational excellence and ITSM best practices.

What You'll Get To Do:

• Perform as a key analyst, who works well as a self-starter, delivers high quality work, and can adapt to new challenges, either on their own or as part of a team

• Assists with analysis, evaluation, and assessment leading to development of recommendations for process improvements, optimization, and/or development efforts for IT processes (CSI)

• Take ITSM processes and develop key performance indicators (KPIs) that will be used to measure Service Providers performance (SLAs, OLAs, etc.) and IT infrastructure performance

• Works with service providers to define the KPIs used to measure their performance and drive consensus so KPIs follow a standard used throughout the enterprise

• Capture feedback from Governance stakeholders on effectiveness of KPIs and develop roadmap for improvements

• Work with tool provider to implement data elements to support the KPI objectives

• Develop briefings, metrics, and perform trends analysis to be presented at various forums

• Facilitates TEMs and other requirement gathering work sessions

• Support measurement and reporting for weekly and monthly meetings

• Take corrective action based on customer feedback or dissatisfaction; ensure similar case of dissatisfaction does not repeat

• Provides input for technology requirements relating to continual process improvement

• Develop SOPs, work instructions, guidance, CONOPS and other documentation related to Service Catalog and Request Fulfillment

• Attend meetings and forums to identify continual process improvement candidates

You'll Bring These Qualifications:

• TS/SCI with Poly Required

• Bachelor’s Degree or 5 years of related work experience

• Working knowledge of the Service Management workflows and ITSM processes

• Ability to create schedules and manage projects

• Solid analysis and reporting skills

• Good written and verbal communications skills

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

• Ability to discerned and think strategically

• Ability to clearly document, explain, and present to technical and non-technical audiences

• Ability to self-manage

These Qualification Would be Nice to Have:

• ITIL certification and training

• Working knowledge with ServiceNow

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 60 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.