CSI Analyst: Drive Service Quality & Improvement

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

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.