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CACI International Service Relationship Manager (SRM) in Chantilly, Virginia

Service Relationship Manager (SRM)

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

The All Spark Program is looking for a Technical PM or Senior Systems Integrator to support the Multi-Sourcing Service Integration team. As a Service Relationship Manager (SRM), the candidate will lead the integration of new and legacy Service Providers into the ServiceNow ecosystem and evaluate requirements with upstream and downstream system of IT Service Providers. This is a highly challenging position that requires strong technical aptitude, solid communication skills, and the ability work with senior stakeholders across the organization.

What You’ll Get to Do:

  • Work closely with our Business Partners and Service Providers to support integration efforts into the IT Services Ecosystem.

  • Facilitate requirements discussions and TEMs with Service Providers and stakeholders

  • Interpret customer requirements to support onboarding activities to the ITSM Ecosystem and ServiceNow tool.

  • Identify solutions based on assessments against requirements (business impacts and schedule).

  • Support development of solutions to ServiceNow modules like ITSM, CMDB, and Knowledge

  • Serves as advocate of the Service Provider and Mission Partners through the MSI Governance model.

  • Collaborate with ITSM Process Owners to design, develop, test and implement solutions as well as identify initiatives for Continual Service Improvement (CSI)

  • Responsible for supporting and tracking enhancements for Service Provider

  • Ensure ServiceNow and ITSM best practices are enforced to prevent impact to future upgrades and system performance

  • Support configuration efforts for out of the box workflows and creation of custom workflows.

  • Experience creating and managing project documentation per project goals and objectives.

  • Evaluate Service Provider metrics and Key Performance Indicators (KPI)

You’ll Bring These Qualifications:

  • An Active TS/SCI Clearance with Polygraph

  • Bachelor of Science degree from an accredited college in Computer Science or technical discipline in related field

  • Ability to be a self-starter, pay strict attention to detail, and multitask across multiple projects and clients in a fast-paced, team-based environment.

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

  • Experience working with an IT service ticketing system

  • Strong analytical, problem-solving and decision-making capabilities.

  • Demonstrates a high degree of customer service and teamwork.

  • Ability to work independently

  • An aptitude to learn new technology quickly

  • Excellent written and oral communication skills

  • The ability to work independently and as part of a team

These Qualifications Would be Nice to Have:

  • Project Management Professional (PMP)

  • Hands-on experience with one or more implementation of ServiceNow ITSM, ITOM, ITBM, Discovery, CMDB, and Knowledge.

  • Experience in Hardware and Software Asset Management (HAM, SAM) modules.

  • Experience with Application and Technology Portfolio Management (APM, TPM) modules.

  • Experience with Event Management (EM) and integrations.

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.