ITSM Service Catalog Manager

Job Title: ITSM Service Catalog Manager

Job Category: Engineering

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity:

CACI is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the way in transforming IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model.

What You’ll Get to Do:

We are looking for enthusiastic and driven individual to fill the role of the Service Catalog Manager. In this position, you will be responsible for managing and enhancing our ServiceNow-based service catalog to ensure it meets the needs of our users and aligns with best practices in IT Service Management (ITSM) and User Experience (UX) design.

You will work onsite, embedded with the Oklahoma City Enterprise Service Desk (ESD).

Responsibilities:

• Service Catalog Management: Oversee the design, development, and maintenance of the ServiceNow service catalog. Ensuring the service catalog is up-to-date, accurate, and aligned with customer needs.
• User Experience (UX) Design: Apply UX principles to enhance the usability and accessibility of the service catalog. Conduct user research and gather feedback to inform design decisions. Create wireframes and mockups to visualize catalog improvements.
• Stakeholder Engagement: Work closely with internal and external teams to understand needs and expectations.
• Process Improvement: Identify opportunities for process optimization within the service catalog. Implement best practices in ITSM and UX to drive continuous improvement while maintaining documentation for service catalog processes and procedures.
• Metrics and Reporting: Monitor key performance indicators (KPIs) related to the service catalog. Interpret and provide insights to stakeholders on catalog usage and performance.

Qualifications:

Required: 

• US Citizenship and ability to obtain and maintain a Secret DoD Clearance
• 10+ Years of relevant experience (Bachelor’s Degree in applicable field may be substituted for 5 years of experience).
• 7+ years of experience in Service Catalog Management
• Proficiency in ServiceNow platform, particularly in Service Catalog and Request Management modules
• Excellent UX design skills, including wireframing, prototyping, and user testing.
• Excellent communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders
• Experience in process improvement, problem-solving, and change management

Desired:

• Active DoD Secret Clearance
• ITIL v4 Foundation certification
• Experience using Service Now service management software (or similar tool) to track incidents and service requests through the full lifecycle 

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What You Can Expect:

 A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

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.

The proposed salary range for this position is:

$67,800 - $142,200