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 Service Relationship Manager (SRM) leads the integration of new and legacy Service Providers into the Multi-sourcing Service Integration (MSI) environment. The focus of the SRM position will be on integration of ServiceNow with upstream and downstream system of IT Service Providers. This is a highly challenging position that requires strong communication skills and the ability work with senior stakeholders across the organization.
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)
Required Skills
An Active TS/SCI Clearance with Polygraph
Bachelor of Science degree from an accredited college in Computer Science or technical discipline in related field
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.
Good understanding of ITIL
Good understanding of ServiceNow
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
Desired Qualifications:
Project Management Professional (PMP)
ServiceNow Certified Implementation Specialist - ITSM
ITIL V3/V4 Foundations Certified
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.
BITS3
allspark
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 60 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.
Company Overview:
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.
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. Learn more here (https://careers.caci.com/global/en/employee-benefits)
The proposed salary range for this position is:
$94,400 - $198,300
