CSI (Continual Service Improvement) Analyst - DoW

INNOVIM; Colorado Springs (CO); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

Life insurance

Matching 401k contribution

Educational/Training support

Job summary

INNOVIM is seeking a CSI Analyst to lead the Continual Service Improvement (CSI) program within the Missile Defense Division at Schriever Space Force Base, CO. The role focuses on analyzing performance, driving data-driven improvements, and serving as the primary contact for CSI initiatives across cross-functional teams.

You will own metric design, dashboards, and reporting to elevate service quality and customer satisfaction in a fast-paced environment requiring DoW Secret clearance.

Qualifications

• Must have 2+ years of experience in process improvement, quality assurance, data analysis, or ITSM.
• Active DoW Secret Security Clearance.

Responsibilities

• Own and manage the CSI program, driving measurable improvements to service quality and customer experience.
• Analyze service performance trends, risks, and opportunities using data-driven methods.
• Develop and maintain CSI processes, documentation, and reporting mechanisms.
• Prepare recurring status reports and presentations to stakeholders.
• Research and implement industry best practices to strengthen service management.

Skills

CSI management

Data analysis

Root-cause analysis

Performance metrics

Dashboard reporting

Stakeholder comms

Cross-functional collaboration

Problem solving

Education

Bachelor’s degree (business/IT)

ITIL Foundation Certification

Job description

Job Category: IRES

Requisition Number: CSICO002814

• Posted : October 23, 2026
• Full-Time
• On-site

Locations

Showing 1 location

Description

INNOVIM is seeking a CSI (Continual Service Improvement) Analyst is part of Amentum's Missile Defense Division and directly supports the Missile Defense Agency (MDA).

Location: Schriever Space Force Base, Colorado Springs, CO

Relocation Assistance: None available at this time

Remote/Telework: NO - Not available for this position

Clearance Type: DoW Secret

Shift: Day Shift

This is a pivotal role for a self-motivated individual to independently own, drive, and elevate our 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 our 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.
• 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 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.
• Have an ITIL Foundation Certification

This position is expected to pay $90,000 – $110,000 annually; depending on experience, education, and any certifications that are directly related to the position.

IDS is committed to providing superior work in the fields of science, engineering, data analytics and technology to government agencies. We offer competitive compensation packages, including comprehensive nationwide Medical/Dental/Vision insurance programs, life insurance, matching 401k contribution and Educational/Training support.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.