Senior IT Service Quality & CSI Analyst

Core Specialty Insurance Holdings, Inc.; Cincinnati (OH); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) plan

Employee Assistance Plan

Health Savings Account

Flexible Spending Account

Wellness program

Job summary

Core Specialty is seeking a Senior IT Service Quality Analyst to drive service quality, governance, and continual improvement across IT Services. You will partner with Service Desk, EUC, Infrastructure, and security teams to measure performance, improve customer experience, and ensure IT services align with best practices.

The role focuses on ITIL-based processes, data governance, and reporting, with emphasis on incident/problem/change, knowledge, CMDB, and data certification.

Qualifications

• Bachelor degree in Computer Science or related field.
• 2+ years of experience in IT Service Management, Service Quality, IT Operations, or Continual Improvement roles.
• Experience supporting Service Desk, EUC, or enterprise IT teams.
• Experience implementing or improving ITIL-based processes in mid to large organizations.
• Experience developing KPI frameworks, dashboards, and executive reporting.
• Experience driving process improvement initiatives with measurable outcomes.

Responsibilities

• Establish, monitor, and report IT service quality metrics, SLAs, OLAs, and customer experience indicators.
• Analyze operational data to identify trends, gaps, root causes, and opportunities.
• Develop executive dashboards to communicate service health and performance.
• Facilitate continual improvement initiatives across various IT domains.
• Evaluate Incident & Problem Management effectiveness and promote CSI.
• Monitor Change Enablement processes and CAB governance.
• Govern Knowledge Management and CMDB data quality and lifecycle.
• Support data certification, governance, and audit readiness.
• Collaborate with Asset and Software Management for data accuracy.

Education

Bachelor's degree in Computer Science or related field

Tools

Jira Service Management

CMDB tooling

Job description

Core Specialty is seeking a Senior IT Service Quality Analyst to drive service quality, governance, and continual improvement across IT Services. You will partner with Service Desk, EUC, Infrastructure, and security teams to measure performance, improve customer experience, and ensure IT services align with best practices.

The role focuses on ITIL-based processes, data governance, and reporting, with emphasis on incident/problem/change, knowledge, CMDB, and data certification.