CACI International Jobs

Problem Management 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: None

Type of Travel: None

CACI is seeking a highly motivated Problem Management Analyst with one to three years of experience.    This individual will spearhead the proactive identification, analysis, and resolution of underlying causes of identified Problems. The ideal candidate will possess a strong grasp of ITIL frameworks v3 and/or v4 processes, outstanding analytical skills, and a collaborative mindset necessary to work seamlessly across a matrixed organization in a multi-supplier environment for our government clients in the DC Metro Area. The successful candidate will have the opportunity to apply and grow their skillset in Problem Management, work with a motivated and entrepreneurial team, and engage with a wide range of stakeholders. 

Key Responsibilities

• Proactively monitor process health and incident trends to pinpoint potential problem areas, utilizing advanced troubleshooting and root cause analysis techniques.

• Strategically prioritize identified problems, ensuring alignment with business impact and risk.

• Coordinate and drive multi-vendor collaborations to implement solutions and workarounds, minimizing disruptions.

• Track key metrics and generate insightful reports for stakeholders, articulating progress, benefits, and areas for improvement.

• Clearly communicate problem status, action plans, and resolutions to diverse stakeholders including internal teams, vendors, and upper management.

• Ensure compliance with process-specific standards and policies

• Develop and maintain a comprehensive Known Error Database (KEDB) to facilitate rapid troubleshooting and minimize future disruptions.

• Leverages knowledge and best practice experience to identify and support the recommendations for improvements opportunities within the specific process area

• Prepare and brief reports to customers and service providers

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

Requirements

• TS/SCI with Poly Required

• All candidates require one to three years experience with a deep understanding of ITIL v3 and/or ITIL v4 frameworks

• Demonstrate exceptional communication skills, including clear and concise written and verbal communication, ability to effectively brief large groups, and actively listen to diverse perspectives

• Demonstrated ability to lead and motivate cross-functional teams toward problem resolution while prioritizing business needs

• Manage and execute working groups, including developing agendas, facilitating meetings, documenting minutes, leading issue resolution, and escalating unresolvable concerns

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

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

• Solid understanding of core IT infrastructure (servers, networks, applications, databases), ITIL frameworks, and proven troubleshooting methodologies

• Workflow and ticketing tool exposure to ServiceNow and/or Remedy, Maximo

• Ability to perform data analysis and trends using existing tools and techniques

• Exceptional ability to analyze complex data sets, discern patterns, and identify root causes

Desired Qualifications:

• Foundations or Advanced ITIL certifications or training

• Working knowledge with ServiceNow

• Experience 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:

CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

Pay Range : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here (https://careers.caci.com/global/en/employee-benefits)

The proposed salary range for this position is:

$78,700 - $165,300