Service Integration and Management; SIAM Continuous Improvement Specialist

Job Title:

Service Integration and Management (SIAM) Continuous Improvement Specialist

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 Data-Driven Service Integration and Management (SIAM) Continuous Improvement Specialist is responsible for identifying, developing, managing, and implementing process improvements across the program using data analytics and ITIL best practices. This role is critical for fostering a culture of evidence-based continuous enhancement that drives operational excellence and ITSM best practices within the organization.

• Proactively mine and analyze IT service data to identify trends, patterns, and improvement opportunities
• Apply statistical analysis and data visualization techniques to support evidence-based decision making
• Lead the implementation of ITIL-based process improvements across the organization
• Conduct evaluations and assessments leading to recommendations for process improvements, optimization, and development efforts for IT processes
• Develop and refine key performance indicators (KPIs) to measure internal IT Service Management performance
• Establish and maintain a knowledge management repository of improvement initiatives and outcomes
• Develop and implement data collection methodologies to measure process effectiveness
• Capture feedback from stakeholders on process effectiveness and develop roadmaps for improvements
• Conduct regular benchmark analyses against industry standards and best practices
• Work with tool providers to implement data elements supporting improvement objectives
• Develop briefings, metrics, and perform trend analyses for presentation at various forums
• Facilitate technical exchange meetings (TEMs) and other requirement-gathering work sessions
• Collaborate with cross-functional teams to prioritize improvement initiatives based on data-driven ROI analysis
• Support measurement and reporting for weekly and monthly meetings
• Implement corrective actions based on customer feedback to prevent recurring issues
• Provide input for technology requirements relating to continuous process improvement
• Conduct comprehensive reviews of all operating agreements
• Lead POC for the contract Control Objectives for Information and Related Technologies (COBIT) efforts
• Attend meetings and forums to identify continuous improvement opportunities

• TS/SCI with Poly Required
• Bachelor's Degree or 5 years of related work experience
• Demonstrated experience with data analysis tools and techniques (e.g., SQL, Power BI, Tableau)
• Proven track record of implementing data-driven process improvements
• In-depth knowledge of ITSM processes and Service Management workflows
• Experience applying ITIL frameworks to drive measurable service improvements
• Strong understanding of IT metrics and KPI development
• Intimate knowledge of the customer environment and internal processes
• Strong project management and scheduling skills
  
  Excellent analytical and reporting capabilities
• Superior written and verbal communication skills
• Ability to translate complex data findings into actionable improvement plans
• Ability to facilitate recurring technical/non-technical meetings and working groups
• Strategic thinking and analytic skills
• Capability to clearly document, explain, and present to technical and non-technical audiences
• Strong self-management skills

• Advanced ITIL certification (ITIL 4 Managing Professional or ITIL Expert preferred)
• Experience with data mining and advanced analytics
• Experience with Service Now
• Certified in process improvement methodologies (Six Sigma, Lean, etc.)
• Experience building automated reporting solutions and dashboards
• Knowledge of AI/ML applications in IT service management
• Experience implementing Continual Service Improvement (CSI) within ITIL framework
• Proficiency in creating interactive dashboards
• COBIT knowledge and experience
• Experience in multi-provider ITSM environments

This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI…