Service Relationship Manager (SRM)

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 and Services into the Multi-sourcing Service Integration (MSI) environment. The focus of the SRM position will be on the integration of ServiceNow with upstream and downstream systems of IT Service Providers. This is a highly challenging position that requires strong communication skills and the ability to 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 the development of solutions to ServiceNow modules like ITSM, CMDB, and Knowledge

• Serve as an 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 an impact on future upgrades and system performance

• Support configuration efforts for out-of-the-box workflows and creation of custom workflows

• Experience in project management and creating project documentation per project goals and objectives

• Evaluate Service Provider metrics and Key Performance Indicators (KPI)

• Responsible for facilitating the process to collect and define client requirements

• Provide advice and recommendations on process best practices

• Perform analysis of business or systems processes to identify improvements

• Work with clients to understand and define needs and develop and recommend solutions

• Interact and communicate with end-users, management, vendors, and IT personnel

• Produce functional design specifications based on user requirements

• Support continual improvement of SRM business processes as IT process maturity dictates

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.

• Solid 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 V4 Certified

• Hands-on experience with one or more implementations 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.

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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 takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. 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.

Your potential is limitless. So is ours.

Learn more about CACI here. (~~~)

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 (~~~) .

The proposed salary range for this position is

$94,400 - $198,300

CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.