Chantilly, Virginia, USA
Service Relationship Manager (SRM)
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 All Spark Program is looking for a Service Relationship Manager (SRM), the candidate will lead the integration of new and legacy Service Providers into the ServiceNow ecosystem and evaluate requirements with upstream and downstream system of IT Service Providers. This is a highly challenging position that requires strong technical aptitude, solid communication skills, and the ability work with senior stakeholders across the organization.
What You’ll Get to Do:
Work closely with our Business Partners and Service Providers to support integration efforts into the IT Services Ecosystem.
Facilitate requirements discussions and TEMs with Service Providers and stakeholders
Interpret customer requirements to support onboarding activities to the ITSM Ecosystem and ServiceNow tool.
Identify solutions based on assessments against requirements (business impacts and schedule).
Support development of solutions to ServiceNow modules like ITSM, CMDB, and Knowledge
Serves as advocate of the Service Provider and Mission Partners through the MSI Governance model.
Collaborate with ITSM Process Owners to design, develop, test and implement solutions as well as identify initiatives for Continual Service Improvement (CSI)
Responsible for supporting and tracking enhancements for Service Provider
Ensure ServiceNow and ITSM best practices are enforced to prevent impact to future upgrades and system performance
Support configuration efforts for out of the box workflows and creation of custom workflows.
Experience creating and managing project documentation per project goals and objectives.
Evaluate Service Provider metrics and Key Performance Indicators (KPI)
You’ll Bring These Qualifications:
An Active TS/SCI Clearance with Polygraph
Bachelor of Science degree from an accredited college in Computer Science or technical discipline in related field
Knowledge of ITIL processes with the ability to obtain the ITIL 4 certification within three months of hire
Ability to be a self-starter, pay strict attention to detail, and multitask across multiple projects and clients in a fast-paced, team-based environment.
Experience working with an IT service ticketing system
Strong analytical, problem-solving and decision-making capabilities.
Demonstrates a high degree of customer service and teamwork.
Ability to work independently
An aptitude to learn new technology quickly
Excellent written and oral communication skills
The ability to work independently and as part of a team
These Qualifications Would be Nice to Have:
Project Management Professional (PMP)
Hands-on experience with one or more implementation of ServiceNow ITSM, ITOM, ITBM, Discovery, CMDB, and Knowledge.
Experience in Hardware and Software Asset Management (HAM, SAM) modules.
Experience with Application and Technology Portfolio Management (APM, TPM) modules.
Experience with Event Management (EM) and integrations.
Company Overview: 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 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.
TS/SCI with Polygraph
CACI / Equal Opportunity Employer
JBCAC 282187 2023.07.16
Top Secret with Polygraph Required, CLZTS, CLZCI, — SKUUU, VA_CHANTILLY VA_VIRGINIA ZC20152 ZC201Z