Senior CSI Analyst: IT Service Improvement & Insights

Andersch Ag

Chicago, Washington, Bowie, Miami (IL, District of Columbia, MD, FL)

Hybrid

USD 71,000 - 129,000

Full time

3 days ago

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Job summary

FTI Consulting seeks a Senior Analyst, Continual Service Improvement to lead CSI initiatives within Global IT Customer Services. You will measure IT service performance, design governance artifacts, and partner with cross-functional teams to enhance ITSM processes using ITIL principles.

You will develop and maintain dashboards, reports and documentation, leveraging ServiceNow, Power BI and Excel to support data-driven decisions and improve service quality.

Qualifications

4-year degree in computer science or related field.
ITIL Foundation certification preferred or equivalent experience.
Experience with ITSM and CSI, process improvement, reporting or analytics.

Responsibilities

Support ongoing Continual Service Improvement initiatives within Global Customer Services.
Generate biweekly, monthly, and ad hoc service performance metrics using ServiceNow, Power BI, Excel or similar tools.
Analyze service delivery performance and identify improvement opportunities with stakeholders.
Document requirements, create reports, dashboards and action trackers for technical/non-technical audiences.
Collaborate with Service Desk, End User Services, Infrastructure, and Enterprise Architecture to improve IT service delivery.

Skills

ITSM

Power BI

ServiceNow

Lean Six Sigma

Communication

Education

Bachelor's degree in computer science or related field

Tools

ServiceNow

Power BI

Visio

Excel

Job description

You will develop and maintain dashboards, reports and documentation, leveraging ServiceNow, Power BI and Excel to support data-driven decisions and improve service quality.

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