CSI Analyst: IT Service Excellence

FTI Consulting; Washington (District of Columbia); On-site; USD 71,000 - 129,000; Full time

Job summary

FTI Consulting seeks a Senior Analyst, Continual Service Improvement (CSI) within Global IT Customer Services in Washington, DC. The role is hands-on and focuses on measuring service performance, improving ITSM processes, and delivering enhanced value across ITG.

Requires 3+ years in IT, a 4-year degree, ITIL foundations, and proficiency with ServiceNow, Power BI, and Excel. You will collaborate with Service Desk, Infrastructure, Cybersecurity and Architecture to drive CSI initiatives and

Qualifications

• Minimum 3+ years of IT experience incl. ITSM, operations, CSI, analytics.
• Four-year degree in computer science or related field.
• ITIL Foundation certification or equivalent practical ITIL experience.
• Experience with CSI and process improvement methods is preferred.

Responsibilities

• Support design and implementation of a Service Performance Management framework.
• Assist CSI initiatives from intake through delivery with tracking and benefits measurement.
• Generate biweekly, monthly, and ad hoc service performance metrics using ServiceNow, Excel, Power BI or similar tools.
• Perform trend analysis, audits and root-cause reviews on IT data and processes.
• Prepare clear reports, dashboards, and knowledge content for technical and non‑technical audiences.
• Collaborate with Service Desk, End User Services, Infrastructure and Security to improve IT service delivery.

Skills

IT Service Management

Service Operations

Continual Service Improvement

Process Improvement

Reporting & Analytics

ITIL Foundations

Lean Six Sigma

Power BI

ServiceNow

Data analysis

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Power BI

Microsoft Excel

Visio

Job description

FTI Consulting seeks a Senior Analyst, Continual Service Improvement (CSI) within Global IT Customer Services in Washington, DC. The role is hands-on and focuses on measuring service performance, improving ITSM processes, and delivering enhanced value across ITG.

Requires 3+ years in IT, a 4-year degree, ITIL foundations, and proficiency with ServiceNow, Power BI, and Excel. You will collaborate with Service Desk, Infrastructure, Cybersecurity and Architecture to drive CSI initiatives and