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CACI International Inc · 3 weeks ago

Service Catalog/Request Fulfillment Management - Requirements Analyst

Chantilly, VA

Full-time

Onsite

Mid, Senior Level

$87K/yr - $182K/yr

5+ years exp

CACI International Inc is dedicated to ensuring the safety of the nation through innovative solutions. They are seeking a Service Catalog/Request Fulfillment Management - Requirements Analyst to support the design, deployment, and operations of IT Infrastructure based processes, focusing on process improvement and performance metrics analysis.

Information TechnologyService IndustrySoftware

Comp. & Benefits

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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 needed

Conduct quality assessments to validate process implementation and compliance with established standards

Prepare and deliver briefings and reports for customers and service providers

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

Qualification

ServiceNowITSM processesTS/SCI with PolyITIL 4 CertificationAnalysisWritten communicationVerbal communicationFacilitation skills

Required

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

Preferred

ITIL 4 Certification

ServiceNow Certifications

Benefits

Healthcare

Wellness

Financial

Retirement

Family support

Continuing education

Time off benefits

Company

CACI International Inc

Glassdoor4.0

At CACI International Inc (NYSE: CACI), our 25,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security.

Founded in 1962

Arlington, Virginia, USA

10001+ employees