CSI Analyst - IT Service Improvement & Analytics

FTI Consulting; Miami (FL); On-site; USD 71,000 - 129,000; Full time

Job summary

FTI Consulting is seeking a Senior Analyst, Continual Service Improvement (CSI) within its Global IT Customer Services group. This hands‑on role focuses on measuring service performance, improving ITSM processes and delivering enhanced business value.

You will partner with IT teams and stakeholders to drive CSI initiatives, develop dashboards, and standardize processes across the CSI portfolio within an ITIL environment.

Qualifications

• Minimum 3+ years of IT experience in ITSM, service operations, continual service improvement, or analytics.
• Minimum 2 years of experience supporting service delivery using ITSM techniques and best practices.
• 4-year degree in computer science or related field; ITIL Foundation certification preferred or equivalent practical ITIL experience.

Responsibilities

• Support the definition, design and implementation of a Service Performance Management framework.
• Assist CSI initiatives from intake through delivery with scope, coordination, tracking and benefits measurement.
• Generate biweekly, monthly and ad hoc service performance metrics using ServiceNow, Excel, Power BI and similar tools.
• Conduct trend analyses, service audits and root-cause reviews using IT data and stakeholder feedback.
• Prepare clear, accurate reports, dashboards, and knowledge content for technical and non-technical audiences.
• Develop and maintain standardized process documentation, governance artifacts and operating procedures for CSI in ITIL.

Skills

IT service management

Service operations

Continual service improvement

Process improvement

Reporting

Analytics

Education

Bachelor's degree in computer science or related field

Tools

Power BI

ServiceNow

Visio

Excel

PowerPoint

Job description

FTI Consulting is seeking a Senior Analyst, Continual Service Improvement (CSI) within its Global IT Customer Services group. This hands‑on role focuses on measuring service performance, improving ITSM processes and delivering enhanced business value.

You will partner with IT teams and stakeholders to drive CSI initiatives, develop dashboards, and standardize processes across the CSI portfolio within an ITIL environment.