What are the responsibilities and job description for the Service Desk ITSM Specialist position at CACI?
The Opportunity:
CACI is seeking a Service Desk ITSM Specialist to drive the adoption and enhancement of IT Service Management (ITSM) processes across all various IT organizational units. The successful candidate will be responsible for designing and implementing IT Service Management (ITSM) processes, conducting maturity assessments, identifying gaps, documenting processes, and working with both ServiceNow development and IT Operations teams to ensure delivery and adoption.
This position is located at our customer site in Arlington, VA and offers a hybrid schedule.
Responsibilities:
- Spearhead the adoption and optimization of ITSM processes across business units, focusing on incident, problem, change, and asset management.
- Define and document ITSM processes, ensuring alignment with ITIL4 standards and best practices.
- Implement ITSM processes using the appropriate tools, with a focus on the ServiceNow ITSM module.
- Conduct maturity assessments and gap analysis to identify areas for improvement in existing ITSM processes.
- Identify and define roles and responsibilities within the ITSM processes, ensuring clear ownership and accountability.
- Contribute to Practice by providing mentoring support, Knowledge sharing sessions & lead competency groups.
- Design & deliver business values for internal & external stakeholders.
- Collaborating with ITSM process owners, managers, and stakeholders to elicit, analyze, and validate requirements for ITSM products and services, using agile methodologies and tools.
- Collaborate with cross-functional teams to ensure seamless integration of ITSM processes with other IT and business functions.
- Excellent problem-solving skills and the ability to work under pressure.
- Strong communication skills, both written and verbal, with the ability to present complex security concepts to technical and non-technical audiences.
Qualifications:
Required:
- Ability to attain DHS EOD
- BA 9 years’ applicable experience, or 15 years without degree
- Effective oral, written, and interpersonal skills with the ability to work collaboratively with cross-functional teams and stakeholders as well as engage both technical and non-technical groups.
- A strong understanding of ITIL4 standards and experience with the ServiceNow ITSM module is required.
- Skilled in data analysis and reporting tools (PowerBI, etc.)
- Possess the savvy to work across organizational lines within the company and influence key internal executives and business line directors.
- Basic understanding of standard IT responsibilities (network configuration, wireless connections, desktop/laptop management, operating system management, IT security, firewall, VPN, remote access, A/V technology, etc.)
Desired:
- ITIL 4 Managing Professional Certification
- ITIL 4 Strategic Leader Certification
- ServiceNow Certifications
______________________________________________________________________________
What 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 takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. 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:
$77,200 - $162,200Salary : $77,200 - $162,200
