Senior CSI Analyst: IT Service Improvement & Analytics

FTI Consulting, Inc.; Chicago (IL); On-site; USD 95,000 - 120,000; Full time

Job summary

FTI Consulting, Inc. seeks an Analyst to support continual service improvement within Global Customer Services. You will use ITIL practices to measure performance, document opportunities, and drive actions across ITG.

Collaboration with Service Desk, Infrastructure, and Cybersecurity is key. Responsibilities include building standardized reports, dashboards, and governance artifacts, and tracking outcomes with measurable value for the business.

Qualifications

• Minimum 3+ years of IT experience in IT Service Management, reporting or analytics.
• Experience supporting service delivery and operational reporting using ITSM techniques.
• 4-year degree in computer science or related field; ITIL certification preferred.

Responsibilities

• Support ongoing CSI activities across Global Customer Services, including scope documentation and action tracking.
• Generate biweekly, monthly, and ad hoc service performance metrics using ServiceNow, Power BI, Excel and presentations.
• Analyze IT management processes to improve service delivery and document practical recommendations.

Skills

IT Service Management

Service Operations

Continual Service Improvement

Process Improvement

Reporting

Analytics

Education

Bachelor's degree in Computer Science or related field

ITIL Foundation certification

Tools

Power BI

ServiceNow

Job description

FTI Consulting, Inc. seeks an Analyst to support continual service improvement within Global Customer Services. You will use ITIL practices to measure performance, document opportunities, and drive actions across ITG.

Collaboration with Service Desk, Infrastructure, and Cybersecurity is key. Responsibilities include building standardized reports, dashboards, and governance artifacts, and tracking outcomes with measurable value for the business.