Senior CSI Analyst: IT Service Improvement

FTI Consulting; Chicago (IL); On-site; USD 71,000 - 129,000; Full time

Job summary

FTI Consulting is seeking a Senior Analyst, Continual Service Improvement (CSI) within the Global IT Customer Services group. You will drive service performance measurement, ITIL-based process improvements, and reporting across ITG, partnering with multiple teams and stakeholders to deliver measurable value.

You will leverage ServiceNow, Power BI, and Excel to generate dashboards and insights, and you will document improvements, governance artifacts, and process maps to support the CSI

Qualifications

• 3+ years in IT service management, operations, or analytics.
• 2+ years in service delivery or process improvement roles.
• Bachelor's degree in CS or a related field; ITIL Foundation preferred.

Responsibilities

• Define and implement a Service Performance Management framework.
• Support CSI initiatives from intake to delivery with coordination.
• Generate biweekly, monthly, and ad hoc service metrics using ServiceNow, Excel, Power BI.
• Perform trend analysis and root-cause reviews on IT data.
• Develop reports, dashboards, and knowledge content for CSI.
• Collaborate with multiple IT groups to improve service delivery.

Skills

IT Service Management

Process Improvement

Data analysis

Reporting & Dashboards

Communication skills

Project Coordination

ITIL practices

Education

4-year degree in computer science or related field

Tools

ServiceNow

Power BI

Excel

Visio

PowerPoint

Job description

FTI Consulting is seeking a Senior Analyst, Continual Service Improvement (CSI) within the Global IT Customer Services group. You will drive service performance measurement, ITIL-based process improvements, and reporting across ITG, partnering with multiple teams and stakeholders to deliver measurable value.

You will leverage ServiceNow, Power BI, and Excel to generate dashboards and insights, and you will document improvements, governance artifacts, and process maps to support the CSI