IT Service Management (ITSM)- Lead

IT Service Management (ITSM)- Lead

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

What You'll Get to Do:

CACI is seeking an ITSM Process Lead 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.

More About the Role:

• 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, focusing 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 & leading competency groups.

• Design & deliver business values for internal & external stakeholders.

• Collaborating with ITSM process owners, managers, and stakeholders to elicit, analyze, and validate ITSM product and service requirements, 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.

You'll Bring These Qualifications:

• Ability to attain DHS EOD

• BA + 10 years applicable experience or 16 years of experience.

• Effective oral, written, and interpersonal skills with the ability to work collaboratively with cross-functional teams and stakeholders and 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.)

These Qualifications Would Be Nice to Have:

• ITIL 4 Managing Professional Certification

• ITIL 4 Strategic Leader Certification

• ServiceNow Certifications

What We Can Offer You

• We've been named a Best Place to Work by the Washington Post.

• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

• We offer competitive benefits and learning and development opportunities.

• We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.

• For over 60 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.

Company Overview:

CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

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

$94,400 - $198,300