The Information Technology Service Management (ITSM) Service Catalog/Request Fulfillment Process 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 Catalog/Request Fulfillment Process Analyst, you get to:
• Support the planning, design, and implementation of ITSM Request Fulfillment and Service Catalog processes to meet evolving business and customer needs
• Develop and maintain procedures, work instructions, and templates to enable consistent process execution
• Perform as a self-starter, managing tasks independently while effectively collaborating within a team
• Apply process reengineering approaches to align workflows across service providers and organizational structures for unified service delivery
• Identify and champion process improvement opportunities, leveraging ITSM best practices and lessons learned
• Analyze and report on process performance metrics, presenting findings and recommendations to governance bodies as need
• Conduct quality assessments to validate process implementation and compliance with established standards.
• Prepare and deliver briefings and reports for customers and service providers.
• Adapt quickly to new challenges, maintaining a high standard of quality in all deliverables.
Position Responsibilities:
• Monitor and improve end-user satisfaction during fulfillment of requests
• Take corrective action based on customer feedback or dissatisfaction; ensure similar case of dissatisfaction does not repeat
• Identify fulfillment opportunities that can be automated, liaison with tool team for automation
• Provide input for technology requirements relating to or impacting service catalog and/or request fulfillment
• Support engineering and design of service catalog items for the Ecosystem
• Produce, maintain, and manage the service catalog requirements, workflows, and services
• Update the service catalog with details of new or changed services
• Update the service catalog with details of retired services
• Support measurement and reporting for weekly and monthly meetings
Required 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
• Experience using ServiceNow
• Solid analysis and reporting skills
• Strong written and verbal communications abilities, with the capacity to explain technical details to non-technical audiences
• Experience facilitating reoccurring technical/non-technical meetings and working groups
Desired Qualifications:
• ITIL 4 Certification
• ServiceNow Certifications
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What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.
Your potential is limitless. So is ours.
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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.
The proposed salary range for this position is:
$86,600 - $181,800