Senior Analyst, Continual Service Improvement

FTI Consulting

. Support the definition, design, and implementation of a Service Performance Management framework .

Posted 10/22/2026full-timeRemote • United StatesSenior💰 $70,500 - $129,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management and Continual Service Improvement, with a strong focus on process documentation, operational reporting, and stakeholder collaboration. Proficient in utilizing tools like ServiceNow and Microsoft Office for data analysis and performance metrics.

Highest-signal resume keywords

IT Service ManagementContinual Service ImprovementServiceNow ReportingITIL Foundation CertificationProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Performance MetricsTrend AnalysisProcess DocumentationOperational ReportingData IntegrationWorkshop FacilitationRequirements GatheringService Level AgreementsOperational ProceduresPerformance Trend Analysis

Soft Skills

Excellent Communication SkillsStrong Attention to DetailCollaborative Working StyleAbility to Manage Multiple PrioritiesFacilitation Skills

Tools & Technologies

ServiceNowMicrosoft ExcelPower BIPowerPointVisioAI Tools

Certifications & Qualifications

ITIL Foundation CertificationLean Six Sigma Certification

Industry Keywords

Service DeliveryGovernanceComplianceOperational MetricsIT InfrastructureBusiness Process Management

Tech Stack

Tools & technologies

Cyber SecurityITSMServiceNow

About the role

Key responsibilities & impact

Support the definition, design, and implementation of a Service Performance Management framework
Assist with continual service improvement initiatives from intake through delivery, including scope documentation, stakeholder coordination, action tracking, benefits measurement, and post-implementation review support
Generate biweekly, monthly, and ad hoc service performance metrics using ServiceNow, Microsoft Excel, PowerPoint, Power BI, or similar tools
Perform trend analysis, service audits, and root-cause reviews
Analyze internal and supplier-supported IT management processes and develop recommendations to improve IT service delivery
Prepare reports, dashboards, presentations, action trackers, and research summaries for technical and non-technical audiences
Develop and maintain process documentation, governance artifacts, process maps, operating procedures, and knowledge content
Document business problems, expected value, effort, risk, success criteria, and measurable service improvement outcomes
Partner with Service Desk, End User Services, Technical Escalation, Infrastructure Management, Information Systems, Cybersecurity, and Enterprise Architecture teams
Identify service quality, compliance, governance, and operational risks; escalate concerns and recommend mitigations
Apply ITIL practices to standardize, simplify, automate, or discontinue processes and workflows
Maintain stakeholder relationships and incorporate feedback into continual improvement priorities
Share CSI best practices, lessons learned, and process improvement information across the Information Technology Group
Represent the CSI function in internal forums and provide expertise in service performance reporting, process documentation, and improvement tracking
Support improvements for user self-service, IT Service Desk, End User Support, Technical Escalation, and related ITG service lines
Develop and improve reporting for service level management, operational performance, customer experience, and improvement progress
Maintain a library of process maps and supporting ITSM and service delivery documentation
Monitor practices and processes supporting compliance, quality, and improvement strategies
Translate metrics, evaluations, and stakeholder input into recommendations, action plans, and success criteria
Provide support, training materials, and guidance on ITSM practices, process adherence, reporting interpretation, and improvement methods
Track assignments, milestones, risks, and outcomes for CSI initiatives and provide status updates
Collaborate with GCS leadership, OCIO partners, and IT stakeholders to provide service performance insight and support business-aligned decisions
Share knowledge, assist team members, and help junior staff understand CSI reporting, documentation, and process practices
Use approved AI and automation tools responsibly for analysis, reporting, drafting, and insight generation while preserving quality and policy compliance
Assist with supplier improvement initiatives, operational reviews, program documentation, SharePoint sites, and special projects
Periodic travel may be required, sometimes with limited notice

Requirements

What you’ll need

Minimum 3+ years of relevant IT experience, including experience in IT Service Management, Service Operations, Continual Service Improvement, process improvement, reporting, or analytics
Minimum 2 years of experience supporting service delivery, operational reporting or process improvement using ITSM techniques and best practices
4-year degree in computer science or related field
ITIL Foundation certification preferred or equivalent practical ITIL experience
Exposure to Lean Six Sigma, business process management or other recognized process improvement methods preferred
Working knowledge of CSI, ITSM, ITIL practices, Lean Six Sigma concepts and their practical application in an IT service environment
Experience supporting service improvement activities, facilitating working sessions, and coordinating follow-up across multiple teams
Experience with ServiceNow reporting, dashboards, analytics, operational metrics, and performance trend analysis
Experience documenting processes, requirements, workflows, service maps, SLAs, OLAs, knowledge articles and operational procedures
Ability to integrate data from multiple sources, draw practical conclusions and recommend actions that improve service quality, efficiency, and customer experience
Ability to prepare and present written reports, business cases, recommendations, presentations, and research summaries for technical and non-technical audiences
Strong facilitation skills, including process mapping, workshop facilitation, interviewing, requirement gathering, and user story development
Excellent written and verbal communication skills with ability to tailor messages to executives, managers, technical teams, and frontline support staff
Strong attention to detail, organization, follow-through, and ability to manage multiple priorities in a fast-paced, deadline-driven environment
Ability to work through ambiguity, frame problems clearly, and incorporate alternative plans or process improvements
Collaborative working style and ability to build trusted relationships across teams
Ability to share knowledge, assist team members, and help colleagues understand reporting, documentation, and process practices
Working knowledge of large-scale technology programs, IT infrastructure environments, support operations, and service delivery models
Practical experience using Microsoft Office, Visio, PowerPoint, Excel, Power BI, or similar tools
Ability to use approved AI tools responsibly while identifying limitations, data-quality risks, and areas requiring human judgment
Project coordination experience, including planning support, action tracking, stakeholder communication, risk documentation, and delivery of measurable outcomes

Benefits

Comp & perks

Professional development opportunities
Opportunities to work on cross-functional and interdepartmental projects
Periodic travel opportunities