IT Service Quality & CSI Lead

corespecialtyinsurance; Cincinnati (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

corespecialtyinsurance is seeking a Senior IT Service Quality Analyst to drive service quality, governance, and continual service improvement across IT Services. You will partner with Service Desk, EUC, Infrastructure, Applications, Security, and business stakeholders to measure performance and align with ITIL practices.

In this role you will establish metrics, develop dashboards, support reviews, and promote a data-driven culture focused on operational excellence and process maturity within a

Qualifications

• Strong understanding of ITIL principles and IT Service Management best practices.
• Deep knowledge of Incident Management and Problem Management.
• Experience with Change Enablement and CMDB governance.

Responsibilities

• Establish, monitor, and report on IT service quality metrics, KPIs, SLAs, OLAs, and customer experience indicators.
• Analyze operational data to identify service trends, performance gaps, root causes, and improvement opportunities.
• Develop executive and operational dashboards to communicate service health and performance.
• Support service reviews with IT leadership and operational teams.
• Facilitate continual improvement initiatives across IT services and governance.

Skills

ITIL

Incident Management

Problem Management

Change Enablement

CMDB Governance

Knowledge Management

Reporting & Analytics

Job description

corespecialtyinsurance is seeking a Senior IT Service Quality Analyst to drive service quality, governance, and continual service improvement across IT Services. You will partner with Service Desk, EUC, Infrastructure, Applications, Security, and business stakeholders to measure performance and align with ITIL practices.

In this role you will establish metrics, develop dashboards, support reviews, and promote a data-driven culture focused on operational excellence and process maturity within a