Current Opportunities

Location: Chantilly, VA

Job Description

The Information Technology Service Management (ITSM) Event Process Analyst supports the design, deployment, and operations of IT Infrastructure Event processes. The Event Process Analyst supports the deployment of process and procedures and assists in the IT Infrastructure governance and operations.

Position Responsibilities

  • Supports the planning, design, and implementation of ITSM Event processes
  • Assists with the deployment and transformation of IT infrastructure processes and procedures
  • Provides analysis and support for on-going service delivery, performance, and governance operations
  • Works with key process stakeholders to capture process policies, work instructions, and knowledge expertise
  • Supports monitoring services throughout ITSM process life cycle; verifying adherence to specified process requirements and support quality assurance activities (Monitor)
  • Assists with analysis, evaluation, and assessment leading to development of recommendations for process improvements, optimization, and/or development efforts for IT processes (CSI)
  • Supports evaluations and quality assessments for proper implementation of processes to meet quality standards
  • Facilitates TEMs and other requirement gathering work sessions
  • Works as a self-starter who delivers high quality work and can adapt to new challenges, either on their own or as part of a team

Required Qualifications

  • An Active TS/SCI Clearance with Polygraph
  • Degree or equivalent experience and minimum 3 years of related work experience
  • Working knowledge of the Service Management workflows and ITSM processes
  • Relevant experience as an ITSM Event Process Analyst in programs of similar scope, type, and complexity
  • Good written and communications skills with the ability to clearly document and explain business processes

Desired Qualifications

  • Working knowledge of the Service Management workflows, and ITSM processes
  • Experience with network devices – Be able to read devices and throughputs, ascertain false positive readings, and determine if reported events are actionable vice false-positives
  • ITIL certifications or training
  • Familiarity with ServiceNow, SRS or other ITSM management tools
  • Familiarity with Tableau

Location: Chantilly, VA

Job Description

The Multi-sourcing Service Integration (MSI) Continual Service Improvement Analyst position is responsible for identifying and championing process improvements across the program. The candidate will work with process leads and analysts to identify, develop, and execute improvement initiatives and provide regular status briefings to the Sponsor.  This role is critical for developing a sustainable culture of continuous process improvement that will drive operational excellence and ITSM best practices. 

What You’ll Get To Do:

  • Perform as a key analyst, who works well as a self-starter, delivers high quality work, and can adapt to new challenges, either on their own or as part of a team
  • Assists with analysis, evaluation, and assessment leading to development of recommendations for process improvements, optimization, and/or development efforts for IT processes (CSI)
  • Take ITSM processes and develop key performance indicators (KPIs) that will be used to measure Service Providers performance (SLAs, OLAs, etc.) and IT infrastructure performance
  • Works with service providers to define the KPIs used to measure their performance and drive consensus so KPIs follow a standard used throughout the enterprise
  • Capture feedback from Governance stakeholders on effectiveness of KPIs and develop roadmap for improvements
  • Work with tool provider to implement data elements to support the KPI objectives
  • Develop briefings, metrics, and perform trends analysis to be presented at various forums
  • Facilitates TEMs and other requirement gathering work sessions
  • Support measurement and reporting for weekly and monthly meetings
  • Take corrective action based on customer feedback or dissatisfaction; ensure similar case of dissatisfaction does not repeat
  • Provides input for technology requirements relating to continual process improvement
  • Develop SOPs, work instructions, guidance, CONOPS and other documentation related to Service Catalog and Request Fulfillment
  • Attend meetings and forums to identify continual process improvement candidates

You’ll Bring These 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
  • Ability to create schedules and manage projects
  • Solid analysis and reporting skills
  • Good written and verbal communications skills
  • Ability to facilitate reoccurring technical/non-technical meetings and working groups
  • Ability to discerned and think strategically
  • Ability to clearly document, explain, and present to technical and non-technical audiences
  • Ability to self-manage  
Billet 623 Location: Chantilly, VA

Job Description

The Information Technology Service Management (ITSM) Incident 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 Incident Management Process Analyst, you get to:

  • Directs the planning, design, and implementation of ITSM Incident processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders
  • Supports the development of procedures, work instructions, and templates to support process execution
  • Performs as a self-starter who manages end-to-end efforts, working independently, as well as within a team environment
  • Analyzes and uses reengineering approaches that ensure linkage among processes, service providers, and organizational structures to develop unified and consistent service delivery
  • Leverage’s knowledge and best practice experience to identify and champion recommendations for improvements opportunities within the specific process area
  • Monitors processes within the environment and throughout the ITSM process life cycle; validates adherence to specified process requirements and measurement activities; leads quality assurance activities related to process
  • Ensures compliance with process-specific standards and policies
  • Supports analysis, evaluation, and assessment of process performance measurements, and may brief results and recommendations to the appropriate level governance forums
  • Conducts quality assessments to validate proper implementation of processes to meet quality standards
  • Supports in the preparation of briefs, and reports to customers and service providers
  • Works with other process areas to perform analyses and troubleshoot issues across specific ITSM process areas
  • Applies process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements
  • Delivers high quality work and can adapt to new challenges, either on their own or as part of a team

Position Responsibilities

  • Manage incidents proactively
  • Ensure end user satisfaction during incident resolution
  • Take corrective action based on customer feedback or dissatisfaction; ensure similar case of dissatisfaction does not repeat
  • Identify incident trends and create problem tickets for the same
  • Identify incident resolutions that can be automated, liaison with tools team for automation
  • Ability to use analytical tools and techniques to support reporting across the ecosystem
  • Ensures periodic and sufficient communication to management, business, and customers
  • Supports quick resolution of major incidents, ensuring the Ecosystem is following processes and procedures
  • Utilize Service Now dashboards, tools, and techniques to report the status of the incident process as needed
  • Support Governance forums by preparing slides and reports to show status

You’ll Bring These 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 working with an IT service ticketing system analyzing data
  • 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

These Qualifications Would Be Nice to Have:

  • ITIL Foundations Certification
  • ServiceNow Certification

Billet 653
Location: Chantilly, VA

Job Description

CACI is seeking a highly motivated Problem Management Analyst with one to three years of experience.  The ideal candidate will have a deep understanding of ITIL frameworks v3 and/or v4 and experience supporting the design, deployment, and operation of IT infrastructure-based processes.  The Analyst will support the deployment of process and procedures working in a multi-supplier environment for our government clients in the DC Metro Area.  The Analyst will report to the Problem Management Lead.  The successful candidate will have the opportunity to apply and grow their skillset in Problem Management, work with a motivated and entrepreneurial team, and engage with a wide range of stakeholders.

Responsibilities:

  • Support the planning, design, and implementation of Problem Management 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
  • Performs 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 in order to develop unified and consistent service delivery
  • Leverages knowledge and best practice experience to identify and support the 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; support quality assurance activities related to process
  • Ensure compliance with process-specific standards and policies
  • Support analysis, evaluation, and assessment of process performance measurements, and can brief results and recommendations to the appropriate level governance forums
  • Conduct quality assessments to validate proper implementation of processes to meet quality standards
  • Prepare and brief reports to customers and service providers
  • Work with other areas to perform analyses and troubleshoot issues across specific ITSM process areas
  • Support process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements
  • Deliver high quality work and adapt to new challenges, on their own or as part of a team

Required Qualifications

  • TS/SCI with Poly Required
  • All candidates require one to three years’ experience with a deep understanding of ITIL v3 and/or ITIL v4 frameworks
  • Basic understanding of IT service management
  • Knowledge of process analysis, design and ability to define functional requirements
  • Understanding of data and information analysis
  • Workflow and ticketing tool exposure to ServiceNow and/or Remedy, Maximo
  • Knowledge of process improvement techniques
  • Ability to perform data analysis and trends using existing tools and techniques
  • Experience rolling out ITSM processes in a large government environment and performing analysis of data and trends
  • Strong written and verbal communications skills
  • Ability to present technical details to a non-technical audience (briefing)
  • Ability to facilitate reoccurring technical/non-technical meetings and working groups

Desired Qualifications

  • Foundations or Advanced ITIL certifications or training
  • Working knowledge with ServiceNow
  • Experience creating interactive dashboards
Location: Chantilly, VA

Job Description

The Service Performance Management Analyst designs, executes and interprets past and real-time data to identify trends, reconcile inconsistencies, and make recommendations to improved IT Service Delivery. This includes active analysis of the traditional ITSM Event, Incident, Request, Problem, Knowledge, Change, Configuration, and Release processes.

As a Service Performance Management Reporting Analyst, you get to:

  • Monitor and query the IT Service Delivery platform to analyze demand, usage, and performance
  • Use data analytics to provide actionable, timely and accurate reporting to improve service delivery, infrastructure management, and conduct proactive problem and incident management
  • Works with the ITSM Process Leads and Customer Engagement Teams to identify and monitor process performance and Service Provider performance
  • Analyze, define, and report on trends identified in the data
  • Facilitate Technical Exchange Meeting related to data structure, quality assurance, and reporting
  • Leverage the various reporting and presentation tools to provide analysis and recommendations
  • Design and build dashboards and reports in ServiceNow and/or Tableau to support our Program, Governance, and Service Providers

Position Responsibilities

  • Interpret data, analyze results using statistical techniques and provide ongoing reports
  • Develop and implement data collection solutions, data analytics, and other strategies that optimize statistical efficiency, and quality of information
  • Acquire data from primary or secondary data sources and maintain databases/data systems
  • Identify, analyze, and interpret trends or patterns in complex data sets
  • Supports Incident and Problem Management processes in root-cause analysis of major Incidents
  • Work with management to prioritize business and information needs
  • Locate and define new process improvement and Continual Service Improvement (CSI)opportunities

Required Qualifications

  • An Active TS/SCI Clearance with Polygraph
  • A Bachelor’s Degree OR equivalent experience/4+ years of IT experience AND 1+ year of data analyst, Performance Management, and Service Delivery reporting
  • A good understanding of ITSM delivery and ITIL processes
  • One year experience conducting data analysis and creating dashboards in ServiceNow
  • One year experience creating dashboards in Tableau
  • Technical expertise regarding data models, database design development, data mining, and segmentation techniques
  • Knowledge of statistics and experience with statistical tools to analyze data sets (ServiceNow, Excel, SPSS, or SAS)
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy

Desired Qualifications

  • ITIL Foundations Certification

You can submit your resume to our talent pool by emailing Allison Chrismer.