Continual Service Improvement (CSI) Analyst

CB5 Solutions LLC.; Colorado Springs (CO); On-site; USD 65,000 - 95,000; Full time

Job summary

cb5 Solutions LLC is seeking a Continual Service Improvement (CSI) Analyst to join the IT Service Management team. You will own and drive improvements across service quality, performance, and customer experience for a US DoD agency.

You will analyze trends, perform root-cause analyses, and develop evidence-based recommendations. The role requires a proactive, data-driven mindset, strong collaboration with cross-functional teams, and ability to thrive in a fast-paced environment.

Qualifications

• 2+ years in process improvement, quality assurance, data analysis, or ITSM.
• Strong problem-solving and analytical abilities.
• Excellent written, verbal, and interpersonal communication.

Responsibilities

• Own and elevate the CSI program from the ground up with autonomy.
• Analyze performance trends, risks, and opportunities using data-driven methods.
• Develop, maintain, and refine CSI metrics, dashboards, and reporting.
• Prepare status reports and presentations for stakeholders.

Skills

Process improvement

Data analysis

IT service management (ITSM)

Analytical problem solving

Communication skills

DoD security clearance

Education

Bachelor’s degree or higher

Job description

At cb5, we are on a mission to find exceptional talent. Our tight-knit organization is led by five brothers, each technology leaders in their respective technical fields and driven to foster a culture of excellence through solidarity. We are seeking a Continual Service Improvement (CSI) Analyst to serve as a member of the IT Service Management team.

Description of Duties

As the Continual Service Improvement (CSI) Analyst:

• The Continual Service Improvement (CSI) Analyst supports a US DoW/DoD agency. This is a pivotal role for a self-motivated individual to independently own, drive, and elevate the Continual Service Improvement (CSI) program. While reporting to the team's Lead, you will have the autonomy to analyze performance, champion change, and be the single point of contact for building the CSI practice from the ground up, making a measurable impact on service quality and customer satisfaction.
• Own and manage the organization's Continual Service Improvement (CSI) program, driving measurable enhancements to service quality, performance, and customer experience.
• Analyze service performance trends, risks, and improvement opportunities through data-driven methods and root-cause analysis.
• Assess quality metrics, service-level performance, incident trends, and stakeholder feedback; develop A3 Reports with findings, gap analyses, and evidence-based recommendations.
• Establish, maintain, and refine CSI performance metrics, dashboards, and reporting mechanisms.
• Design, implement, and monitor CSI initiatives that address operational gaps and improve service delivery.
• Review performance data to identify emerging trends, recurring issues, and opportunities for proactive improvement.
• Partner with cross-functional teams and stakeholders to identify, prioritize, and implement improvement initiatives.
• Develop and maintain CSI processes, procedures, documentation, and supporting artifacts.
• Prepare and deliver recurring status reports and presentations on CSI initiatives, quality metrics, outcomes, and recommendations to stakeholders.
• Research, evaluate, and implement applicable industry best practices to strengthen service management and operational performance.
• Drive CSI strategic planning, project execution, and related continuous-improvement activities.

Basic Requirements

• Must have 2, or more, years of experience in process improvement, quality assurance, data analysis, or IT service management (ITSM).
• Must have strong problem-solving and analytical skills.
• Must have strong written, verbal, and interpersonal communication skills.
• Must have proven ability to work effectively in a fast-paced, dynamic environment.
• Must have, or be able to obtain, an active DoD Secret Security Clearance.

Desired Requirements

• Bachelor's degree, or higher, in Business Administration, Project Management, Information Technology, or a related field.
• Working knowledge of IT service management processes and service management workflows.
• Experience using performance management and reporting tools.
• Proficiency in data analysis and basic statistical methods.
• ITIL Foundation Certification

cb5 Solutions LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, veteran status, or any other protected characteristic.