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ITSM Process Lead * Sign on bonus available*

Req #: 233820
Location: Chantilly, VA US
Job Category: Information Technology
Minimum Clearance Required: TS/SCI with Polygraph

Job Description

Job Description

The Information Technology Service Management (ITSM) Process Lead is responsible for designing, managing, and reporting on a core IT Infrastructure processes, such as Problem, Change, Incident, Event, Service Level or Knowledge management.  The ITSM Process Lead is a subject matter expert (SME) in the specific process area, representing the process to all stakeholder, reporting on performance, and developing recommendations for continual service improvement.

What You'll Get To Do:

  • Directs the planning, design, and implementation of ITSM processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders
  • Leads the development of procedures, work instructions, and templates to support process execution
  • Analyzes and uses 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 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
  • Leads analysis, evaluation, and assessment of process performance measurements, and briefs results and recommendations to the appropriate level governance forums
  • Conducts quality assessments to validate proper implementation of processes to meet quality standards
  • Applies process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements
  • Performs 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

You’ll Bring These Qualifications:

  • TS/SCI with Poly Required
  • Bachelor’s Degree OR 10+ years of related work experience with a 5+ years leading ITSM processes
  • Deep working knowledge of the Service Management workflows and ITSM processes
  • ITIL certification and training
  • Experience managing teams to meet project schedules and milestone s
  • Strong written and communications skills, with the ability to clearly document and explain ITSM processes
  • Strong verbal communication skills with the ability to present technical details to a non-technical audience

These Qualifications Would Be Nice To Have:

  • Advanced ITIL certifications or training
  • Working knowledge with ServiceNow
  • Experience in leading large process improvement projects
  • Experience in creating interactive dashboards

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 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.



Job Location



CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

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