CSI (continual Service Improvement) Analyst

Blackstone Talent Group; Colorado Springs (CO); On-site; USD 70,000 - 95,000; Full time

Job summary

Blackstone Talent Group is seeking a CSI Analyst to own and elevate the Continual Service Improvement program for a Missile Defense Agency client. The role requires analyzing performance, driving measurable improvements, and serving as the single point of contact for CSI initiatives.

You will work with cross-functional teams to strengthen service quality and customer satisfaction in a fast-paced environment.

Qualifications

• 2+ years of experience in process improvement, quality assurance, data analysis, or IT service management (ITSM).
• Active DoD Secret Clearance or ability to obtain one.
• Bachelor’s degree in Business Administration, Project Management, or Information Technology preferred.

Responsibilities

• Own and manage the organization's Continual Service Improvement program, driving measurable enhancements to service quality and customer experience.
• Analyze service performance trends, risks and improvement opportunities via data-driven methods and root-cause analysis.
• Assess quality metrics, service-level performance, incident trends and stakeholder feedback; develop reports with findings and recommendations.
• Establish, maintain and refine CSI metrics, dashboards and reporting mechanisms.
• Design and monitor CSI initiatives addressing operational gaps to improve service delivery.

Skills

Problem solving

Analytical thinking

Communication skills

Fast-paced environment

Education

Bachelor's degree

Job description

Blackstone Talent Group, an award-winning technology consulting and talent agency is seeking a CSI (continual Service Improvement) Analyst to join our client's team.

The CSI (continual Service Improvement) Analyst is part of a team that directly supports the Missile Defense Agency

This is a pivotal role for a self-motivated individual to independently own, drive and elevate out continual service improvement 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 our CSI practice from the ground up, making a measurable impact on service quality and customer satisfaction.

The candidate will

• Own and manage the organizations Continual Service Improvement 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 improvementPartner 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.

The successful candidate will:

• Strong problem-solving and analytical skills.
• Strong written, verbal, and interpersonal communication skills.
• Proven ability to work effectively in a fast-paced, dynamic environment.

Basic Requirements:

• Must have 2, or more, years of experience in process improvement, quality assurance, data analysis, or IT service management (ITSM).
• Must have, or obtain, an active DoW Secret Security Clearance

Desired Requirements:

• Have a Bachelor’s degree, or higher, in Business Administration, Project Management, Information Technology
• Have working knowledge of IT service management processes and service management workflows.
• Have experience using performance management and reporting tools.
• Have proficiency in data analysis and basic statistical methods.