CACI International Inc
Service Catalog/Request Fulfillment Management - Requirements Analyst
CACI International Inc, Chantilly, Virginia, United States, 22021
Service Catalog/Request Fulfillment Management - Requirements Analyst
4 days ago | Be among the first 25 applicants
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 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 learne
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
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.
Learn more about CACI here.
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
CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.
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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 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 learne
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
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.
Learn more about CACI here.
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
CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.
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