Information Technology Service Management (ITSM) Service Catalog/Request Fulfillment Process Analyst

Job Title: Information Technology Service Management (ITSM) Service Catalog/Request Fulfillment Process Analyst Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: TS/SCI with Polygraph Employee Type: Regular Percentage of Travel Required: None Type of Travel: None * * * The Information Technology Service Management (ITSM) Service Catalog/Request Fulfillment 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 Service Catalog/Request Fulfillment Process Analyst, you get to: Support the planning, design, and implementation of ITSM Request Fulfillment and Service Catalog 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 Perform 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 to develop unified and consistent service delivery Leverage knowledge and best practice experience to identify and champion 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; leads quality assurance activities related to process Support analysis, evaluation, and assessment of process performance measurements, and may brief results and recommendations to the appropriate level governance forums Conduct quality assessments to validate proper implementation of processes to meet quality standards Support in the preparation of briefs and reports to customers and service providers Work with other process areas to perform analyses and troubleshoot issues across specific ITSM process areas Apply process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements Deliver high quality work and can adapt to new challenges, either on their own or as part of a team Responsible for facilitating the process to collect and define client requirements. Provides advice and recommendations on process best practices. Performs analysis on business or systems processes to identify improvements. Works with clients to understand and define needs and develop and recommend solutions. Interacts and communicates with end-users, management, vendors, and IT personnel Position Responsibilities: Monitor and improve end-user satisfaction during fulfillment of requests Take corrective action based on customer feedback or dissatisfaction; ensure similar case of dissatisfaction does not repeat Identify fulfillment opportunities that can be automated, liaison with tool team for automation Provide input for technology requirements relating to or impacting service catalog and/or request fulfillment Support engineering and design of service catalog items for the Ecosystem Produce, maintain, and manage the service catalog requirements, workflows, and services Update the service catalog with details of new or changed services Update the service catalog with details of consolidated services during mergers and acquisitions Update the service catalog with details of retired services Ensure that catalog(s) are in sync Support measurement and reporting for weekly and monthly meetings Required Qualifications: Active TS/SCI with Polygraph Required Bachelor’s Degree OR 5+ years of related work experience Working knowledge of the Service Management workflows and ITSM processes What You Can Expect: A culture of integrity. At CACI, we place character and innovati…

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