Senior CSI Analyst: IT Service Improvement & Analytics

FTI Consulting; Bowie (MD); On-site; USD 71,000 - 129,000; Full time

Job summary

FTI Consulting in Bowie, MD is seeking a Senior Analyst, Continual Service Improvement (CSI) to lead service performance initiatives across Global Customer Services. You will leverage ITIL practices, data, and stakeholder insights to measure performance, improve ITSM processes, and deliver enhanced value to the business.

You will build and maintain dashboards and reports using ServiceNow, Excel, Power BI, and PowerPoint; drive trend analyses, governance artifacts, and knowledge content;

Qualifications

• 3+ years of IT experience in ITSM, CSI, reporting or analytics.
• 2+ years supporting service delivery and reporting using ITSM techniques.
• 4-year degree in computer science or related field.
• ITIL Foundation certification preferred or equivalent practical ITIL experience.
• Exposure to Lean Six Sigma or similar process improvement methods preferred.

Responsibilities

• Define and implement a Service Performance Management framework for consistent measurement of team and service effectiveness.
• Assist CSI initiatives from intake through delivery, including scope, coordination, tracking, and post-implementation review support.
• Generate biweekly, monthly, and ad hoc service metrics using ServiceNow, Excel, Power BI, or similar tools.
• Perform trend analyses, service audits and root‑cause reviews using data and stakeholder feedback.
• Develop recommendations to improve IT service delivery and governance artifacts.

Skills

ITSM

CSI reporting

Power BI

ServiceNow

ITIL

Lean Six Sigma

Stakeholder management

Data analysis

Education

B.S. in Computer Science or related field

Tools

ServiceNow

Excel

Power BI

PowerPoint

Visio

Job description

FTI Consulting in Bowie, MD is seeking a Senior Analyst, Continual Service Improvement (CSI) to lead service performance initiatives across Global Customer Services. You will leverage ITIL practices, data, and stakeholder insights to measure performance, improve ITSM processes, and deliver enhanced value to the business.

You will build and maintain dashboards and reports using ServiceNow, Excel, Power BI, and PowerPoint; drive trend analyses, governance artifacts, and knowledge content;