Senior IT Service Improvement Analyst

FTI Consulting; United States; Remote; USD 71.000 - 129.000; Vollzeit

Zusammenfassung

FTI Consulting is seeking a Senior Analyst, Continual Service Improvement (CSI) within Corporate Information Technology Group – Global IT Customer Services.

This hands-on role leads service improvement initiatives across Global Customer Services, partnering with coaches, IT teams and business stakeholders to measure service performance, improve ITSM processes, strengthen reporting, and deliver enhanced value to the business.

Qualifikationen

• Minimum 3+ years of IT experience in ITSM, service operations, CSI, reporting or analytics.
• Minimum 2 years supporting service delivery with ITSM techniques.
• 4-year degree in computer science or related field.
• ITIL Foundation certification preferred or equivalent experience.
• Lean Six Sigma, business process management or related methods preferred.

Aufgaben

• Define, design and implement a Service Performance Management framework for consistent measurement of team and service effectiveness.
• Support CSI initiatives from intake through delivery with scope, coordination and benefits tracking.
• Generate biweekly, monthly and ad hoc service performance metrics using ServiceNow, Excel, Power BI or similar tools.
• Perform trend analysis, service audits and root-cause reviews using IT data and stakeholder feedback.
• Prepare reports, dashboards, and research summaries for technical and non-technical audiences.
• Maintain process documentation, governance artifacts, and knowledge content for CSI within ITIL.

Kenntnisse

ITIL Foundation

Lean Six Sigma

Power BI

ServiceNow

Excel

Communication skills

Project coordination

Ausbildung

4-year degree in computer science or related field

Tools

ServiceNow

Power BI

Visio

Excel

PowerPoint

Jobbeschreibung

FTI Consulting is seeking a Senior Analyst, Continual Service Improvement (CSI) within Corporate Information Technology Group – Global IT Customer Services.

This hands-on role leads service improvement initiatives across Global Customer Services, partnering with coaches, IT teams and business stakeholders to measure service performance, improve ITSM processes, strengthen reporting, and deliver enhanced value to the business.