CACI International Multi-sourcing Service Integration (MSI) Continual Service Improvement Analyst in Chantilly, Virginia
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.