Continual Service Improvement Analyst | IT Service Excellence

FTI Consulting, Inc.; United States; Remote; USD 71,000 - 129,000; Full time

Job summary

FTI Consulting, Inc. is hiring a Senior Analyst, Continual Service Improvement (CSI) within the Information Technology Group. You will lead service improvement across Global Customer Services, using ITIL practices to measure performance and deliver enhanced value.

This hands-on role partners with IT teams and business stakeholders to drive measurable improvements and reporting across ITSM processes. You will develop standardized documentation, dashboards, and governance artifacts while ensuring

Qualifications

• Minimum 3+ years of IT experience in ITSM, service operations, CSI, or analytics.
• Minimum 2 years of experience supporting service delivery with ITSM.
• 4-year degree in computer science or related field.
• ITIL Foundation certification preferred.
• Exposure to Lean Six Sigma or other process improvement methods preferred.

Responsibilities

• Support ongoing service improvement activities within the Global Customer Services delivery lifecycle.
• Use ITIL practices to identify service trends and document improvement opportunities.
• Develop performance metrics and dashboards using ServiceNow, Excel, Power BI, and PowerPoint.
• Prepare reports, dashboards, and presentations for technical and non-technical audiences.
• Collaborate with multiple IT teams to drive improvements in IT service delivery.
• Document processes, governance artifacts, and knowledge content for CSI.
• Track assignments, risks, and outcomes for CSI initiatives and provide status updates.
• Apply AI tools responsibly to accelerate analysis and reporting.

Skills

Power BI

ServiceNow

ITIL

Process improvement

Education

4-year degree in computer science or related field

Tools

Excel

Visio

Job description

FTI Consulting, Inc. is hiring a Senior Analyst, Continual Service Improvement (CSI) within the Information Technology Group. You will lead service improvement across Global Customer Services, using ITIL practices to measure performance and deliver enhanced value.

This hands-on role partners with IT teams and business stakeholders to drive measurable improvements and reporting across ITSM processes. You will develop standardized documentation, dashboards, and governance artifacts while ensuring