CACI International Jobs

Service Level 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

What You'll Get To Do:

The Information Technology Service Management (ITSM) Service Level Management 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.

As the Service Level Management Analyst, you get to:

• Directs the planning, design, and implementation of ITSM Incident 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

• Analyzes and uses reengineering approaches that ensure linkage among processes, service providers, and organizational structures to develop unified and consistent service delivery

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

• Monitors 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

• Ensures compliance with process-specific standards and policies

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

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

• Supports in the preparation of briefs, and reports to customers and service providers

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

• 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

Position Responsibilities:

• Manage and maintain Service Level Management module in ServiceNow with respect to processes, procedures, and workflows

• Create, own, and maintain SLA, OLA and UC structure and frameworks along with their review criteria

• Support negotiation of service levels across the Ecosystem

• Provide recommendations for technical negotiation and evaluation for underpinning contracts

• Drive improvement for service quality through a constant SLA, OLA, and UC review cycle

• Drive improvements to service levels

• Monitor and report service quality; ensure actions to eradicate poor service

• Capture customer perception of service quality; identify and implement actions to improve customer perception

• Conduct periodic performance review

• Utilize Service Now dashboards, tools, and techniques to report the status of the incident process as needed

• Support measurement and reporting for weekly and monthly meetings

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

• Knowledge of ITIL processes with the ability to obtain ITIL 4 certification within three months of hire

• Experience working with an IT service ticketing system analyzing data

• 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:

• ITIL Foundations Certification

• ServiceNow Certification

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.

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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.

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.