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CACI International ITSM Process Specialist in Oklahoma City, Oklahoma

ITSM Process Specialist

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

CACI is seeking a Process Specialist to support the Air Force customer and overall operations for the Enterprise IT as a Service (EITaaS) Program. As an IT Service Management Process Specialist, you will gather metrics, data, document processes and provide analytical support. You will provide objective information for data-based decisions that impact the Enterprise Service Desk program and operations.

What You’ll Get to Do:

  • Work with the EITaaS team as needed define business processes, data requirements, and operational needs.

  • Develop, recommend, and implement solutions.

  • Support and interface with the customers via the phone, email, chat, and applicable online presences as required

  • Collect data and develop metrics and dashboards to support evaluation of performance and progress toward established goals.

  • Assist in the definition, preparation, and collection of metrics and system availability reports, including data collection, preservation, processing, analysis, and storage.

  • Perform analysis on business or systems processes to identify improvements.

  • Research new methods or practices for application to customer support.

  • Collaborate with Subject Matter Experts as needed to meet customer needs and facilitate support processes.

  • Train and support technology users and provide advice and recommendations on business/systems process best practices.

  • Work independently with general supervision. Problems faced are difficult but typically not complex.

You’ll Bring These Qualifications:

  • Ability to attain DoD Secret Clearance

  • BA + 5 years of experience, AA + 10 years of experience, or 12 years of experience

  • 6+ or more years of IT business process experience.

  • ITIL v3 or v4 Foundation’s certification

  • Ability to use data to tell a story and accurately highlight progress toward established goals.

  • Strong customer service orientation. Respectfully engage customers in a manner that achieves successful outcomes. 

  • Ability to organize work efficiently and manage time effectively.

  • Ability to perform successfully independently and as a team member in a demanding work environment.

  • Proficiency with Microsoft Office Suite, specifically Word, Excel, PowerPoint, Teams, and SharePoint

These Qualifications Would be Nice to Have:

  • Previous work experience with Department of Air Force or another related component.

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/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.