Service Catalog/Request Fulfillment Management - Chantilly, VA, United States - CACI

CACI Chantilly, VA, United States

5 days ago

Upper Management / Consulting

Description

Service Catalog/Request Fulfillment Management - Requirements Analyst 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 and changing needs and business requirements of customers, service providers, and internal stakeholders

Support the development of procedures, work instructions, and templates to support process execution
Perform as a self-starter who manages end-to-end efforts, working independently as well as within a team environment
Analyze and use reengineering approaches that ensure linkage among processes, service providers, and organizational structures to develop unified and consistent service delivery
Leverage knowledge and best practice experience to identify and champion recommendations for improvements opportunities within the specific process area
Monitor processes within the environment and throughout the ITSM process life cycle; validate adherence to specified process requirements and measurement activities; leads quality assurance activities related to process
Support analysis, evaluation, and assessment of process performance measurements, and may brief results and recommendations to the appropriate level governance forums
Conduct quality assessments to validate proper implementation of processes to meet quality standards
Support in the preparation of briefs and reports to customers and service providers
Work with other process areas to perform analyses and troubleshoot issues across specific ITSM process areas
Apply process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements
Deliver high quality work and can adapt to new challenges, either on their own or as part of a team
Responsible for facilitating the process to collect and define client requirements.

Provides advice and recommendations on process best practices.

Performs analysis on business or systems processes to identify improvements.

Works with clients to understand and define needs and develop and recommend solutions.

Interacts and communicates with end-users, management, vendors, and IT personnel 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 consolidated services during mergers and acquisitions
Update the service catalog with details of retired services
Ensure that catalog(s) are in sync
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
Knowledge of ITIL processes with the ability to obtain the ITIL 4 certification within three months of hire
Experience using ServiceNow
Experience managing projects to meet schedules and milestones
Solid analysis and reporting skills
Strong written and verbal communications skills
Ability to clearly document and explain ITSM processes (training)
Ability to present technical details to a non-technical audience (briefing)
Ability to facilitate reoccurring technical/non-technical meetings and working groups Desired Qualifications:

ITIL Foundations Certification

ServiceNow certification

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 missionoriented and ever vigilant in aligning our solutions with the nation's highest priorities
For over 60 years, the principles of CACI's unique, characterbased culture have been the driving force behind our success

Company Overview:
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

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: $78,700 - $165,300

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