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ITSM Analyst
CACI International Inc. Design, build, and continuously refine Service Catalogs and workflows for service requests, incidents, problems, changes, and projects .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in ServiceNow ITSM, ITOM, and Strategic Portfolio Management, with a strong focus on process improvement, operational efficiency, and stakeholder communication. Proficient in translating business requirements into functional specifications and analyzing ITSM processes for automation and ITIL alignment.
Highest-signal resume keywords
ServiceNow ITSMITIL Foundation CertificationRequirements GatheringAnalytical Problem-SolvingKPI and SLA Reporting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Catalog DesignWorkflow DevelopmentFunctional Technical SpecificationsBusiness Process MappingAutomation Analysis
Soft Skills
Exceptional Communication SkillsFacilitation Skills
Tools & Technologies
Microsoft 365SharePointTeamsPower Platform
Certifications & Qualifications
Active TS/SCI ClearanceITIL Foundation CertificationSecurity+ Certification
Industry Keywords
Intelligence Community ExperienceOperational Security ConstraintsNOCsCircuit ManagementUnified CommunicationsLANWANEnterprise Communications Infrastructure
Tech Stack
Tools & technologiesITSMServiceNowTypeScript
About the role
Key responsibilities & impact- Design, build, and continuously refine Service Catalogs and workflows for service requests, incidents, problems, changes, and projects
- Gather operational requirements from senior stakeholders
- Present findings and deliver executive-level briefings
- Build consensus on proposed process improvements
- Translate business requirements into functional technical specifications, user stories, and acceptance criteria
- Coordinate with the ServiceNow support/development team
- Analyze ITSM processes for automation, simplification, and ITIL alignment
- Define, track, and report KPIs and SLAs
- Drive operational efficiency across the enterprise
Requirements
What you’ll need- Active TS/SCI with poly clearance OR TS/SCI clearance with the ability to obtain a poly prior to starting
- Strong working knowledge of ServiceNow, including ITSM, ITOM, and Strategic Portfolio Management
- Active ITIL Foundation certification (v3 or v4) required
- Exceptional verbal and written communication skills
- Experience facilitating workshops, conducting requirements-gathering sessions, and presenting technical workflows to senior leaders
- Strong analytical and problem-solving skills
- Experience mapping complex, multi-departmental business processes into swim-lane diagrams or flowcharts
- Familiarity with Microsoft 365 applications, including SharePoint, Teams, and Power Platform
- High School/GED + 9 years, or Associates + 7 years, or Bachelors + 5 years, or Masters + 3 years, or PhD + 1 year
- Security+ certification or equivalent
- Up to 10% travel required
- Prior Intelligence Community experience and familiarity with classified operational security constraints preferred
- Familiarity with NOCs, circuit management, unified communications, LAN, WAN, and enterprise communications infrastructure preferred
Benefits
Comp & perks- Flexible time off benefit
- Robust learning resources
- Healthcare benefits
- Wellness benefits
- Financial benefits
- Retirement benefits
- Family support benefits
- Continuing education benefits
- Time off benefits
- Competitive compensation
- Learning and development opportunities