Service Catalog​/Request Fulfillment Management - Requirements Analyst

Job ID320325

Job Title:

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 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 Service Now 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 Service Now  Certifications This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions t 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.

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal…