ITSM Specialist

Job Title:

ITSM Specialist

Job Category:
Information Technology

Time Type:
Full time

Minimum Clearance Required to Start:
None

Employee Type:
Regular

Percentage of

Travel Required:

Up to 10%

Type of Travel:
Local

* * *

CACI is seeking an experienced ITSM Specialist for the United States Secret Service (USSS) contract, supporting the Department of Homeland Security. This role offers a unique opportunity to enhance national security by optimizing field technology operations and ITSM processes that support critical mission activities across geographically dispersed USSS locations.

• -Assess and optimize field ITSM processes, workflows, ticket categorization, routing, escalation, and automation to improve responsiveness and reduce resolution times
• -Evaluate ITSM tools and support processes with field technicians and regional stakeholders to identify standardization opportunities and improve the consistency of field technology services
• -Evaluate existing ITSM workflows, diagnostic tools, and field support procedures to identify gaps, inconsistencies, and opportunities for standardization
• -Develop ITSM Workflow Optimization Recommendations detailing specific improvements to ticket categorization, routing, escalation, and automation
• -Assess remote diagnostic tools and monitoring capabilities; develop Remote Diagnostic Tooling Recommendation Report identifying enhancement opportunities
• -Work directly with field technicians and regional stakeholders to document pain points, streamline workflows, and develop updated support strategies
• -Recommend workflow automations that enable faster diagnosis, reduced resolution times, and more consistent service experiences
• -Establish metrics and KPIs to track field ITSM effectiveness; develop Monthly Field Operations Improvement Summary documenting progress and outcomes
• -Collaborate with documentation and training specialists to ensure ITSM improvements are documented and field staff are prepared for adoption
• -Support continuous improvement practices to regularly assess and refine field ITSM operations

Please note:

While this role is primarily remote, there is the possibility of regular onsite presence in Washington, D.C., dependent on customer needs. We encourage applications from candidates located within driving distance of the D.C. area.

• Bachelor’s degree + 10 years of experience in ITSM, IT service delivery, field support operations, or related fields; equivalencies considered (16 years of experience with no degree, AA + 12 years’ experience, MA + 7 years’ experience)

Required (continued):

• Outstanding communication skills with ability to translate technical concepts into clear, practical recommendations

• Ability to obtain a Public Trust clearance
• Proven expertise assessing and optimizing ITSM processes, workflows, and service delivery operations
• Strong understanding of ITIL framework and IT service management best practices
• Experience evaluating ITSM tools (Service Now, Remedy, Jira Service Management, or similar platforms)
• Demonstrated success improving ticket management processes including categorization, routing, escalation, and automation
• Excellent analytical skills with ability to identify process inefficiencies and develop actionable recommendations
  
  Strong stakeholder engagement skills with ability to work effectively with field technicians and regional teams

• Experience supporting federal government IT service management initiatives, particularly within DHS, law enforcement, or national security agencies
• ITIL Expert or ITIL 4 Managing Professional (MP) certification
• Experience with Service Now platform configuration, workflow design, and optimization
• Background in field technology support operations or geographically dispersed IT service delivery
• Knowledge of remote diagnostic tools, monitoring systems, and troubleshooting technologies
• Experience with ITSM metrics, KPI development, and performance analytics
• Lean or Six Sigma certification with process improvement background
• Familiarity with knowledge management systems and practices (KCS - Knowledge-Centered Service)
• Experience implementing workflow automation and self-service…