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CACI International Workflow Service Design Analyst in Chantilly, Virginia

Job Description

Shift Supervisor Responsibilities and Duties

CACI is seeking a highly motivated an IT Service Design analyst with 7 years’ experience developing and implementing Service Design functions for desktop, compute and storage, security, network and consolidated management services. As an IT Service Design analyst, you will be supporting the implementation and improvement of IT services across multiple provider.

As an IT Service Design analyst, you will:

  • Understand the customer’s business and build strong relationships to promote service delivery improvements and focus on service excellence

  • Interact with the customer, senior leaders, product managers and other stakeholders to identify process and product gaps and recommend improvements

  • Transition the design of service delivery workflows and related processes to an operational state, create training materials and train stakeholders

  • Review, analyze and assess performance, and develop recommendations on process and service improvements in partnership with Service Level Management and Performance Management teams

  • Participate in governance forums, including Ecosystem Review Board, to present progress on service improvement initiatives

  • Identify improvement areas/opportunities to drive operational efficiencies; apply reengineering methodologies and principles to conduct process optimization.

Required Qualifications & Experience:

  • Bachelor’s degree in Systems Engineering, Computer Science, Engineering or other Information Technology disciplines

  • Minimum of 7 years of relevant IT Service Design domain experience in Intelligence Community (IC), Department of Defense (DoD), or Commercial IT programs

  • Minimum of 4 years of relevant work experience in IT Continual Service Improvement methodologies or related discipline to include development of metrics that provide data for process measurement and identifying indicators for future improvement opportunities

  • Experience working complex technical problems and providing highly innovative solutions, assessing process gap assessments, developing process improvement roadmaps

  • Experience providing service and service package recommendations, service package descriptions, interfaces, and ensuring consistency between the service catalog, portfolio and configuration management.

  • Experience monitoring and producing reports to meet Service Level Agreements, and developing specific plans and processes to improve service levels

  • Demonstrated ability to conduct Technical Evaluation Meetings (TEMS) for requirements gathering; requirements review and validation, as well as to effectively communicate organizational process changes to senior Government / Client representatives

  • Strong written and verbal communication skills, detail oriented with the ability to multi-task and problem solve across multiple projects

  • Skilled at working collaboratively in a complex environment while driving performance improvements

  • ITIL v3 or 2011 course with Foundation certification

Preferred Qualifications:

  • Proficient with ServiceNow applications of Incident, Problem, Change and Request, CMDB and Service Level Management

  • Strong skills in data analytics

  • Participation in large managed service transitions

  • Six Sigma or equivalent certification


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.