Senior Analyst, Continual Service Improvement

## Senior Analyst, Continual Service Improvement Apply:
Remote:
Chicago, IL:
Washington, DC:
Bowie, MD:
Miami, FL:
Full time:
Posted Yesterday:
JR261638
** Who We Are
** FTI Consulting is the leading global expert firm for organizations facing crisis and transformation. We work with many of the world’s top multinational corporations, law firms, banks and private equity firms on their most important issues to deliver impact that makes a difference. From resolving disputes, navigating crises, managing risk and optimizing performance, our teams respond rapidly to dynamic and complex situations.
At FTI Consulting, you’ll work side-by side with leaders who have shaped history, helping solve the biggest challenges making headlines today. From day one, you’ll be an integral part of a focused team where you can make a real impact. You’ll be surrounded by an open, collaborative culture that embraces diversity, recognition, professional development and, most importantly, you.
Are you ready to make your impact?
** About the Role
** The Information Technology Group (ITG) is a collection of people, processes and technology investments designed to achieve the business goals of FTI Consulting. The Senior Analyst, Continual Service Improvement (CSI) is a hands-on role within Corporate Information Technology Group – Global IT Customer Services. This position will be responsible for and execution of service improvement initiatives across Global Customer Services, partnering with coach, IT teams, and business stakeholders to measure service performance, improve ITSM processes, strengthen reporting, and deliver enhanced value to the business.
** What You’ll Do
** The primary purpose of the Analyst, Continual Service Improvement role is to support ongoing service improvement activities within the Global Customer Services delivery lifecycle. The role uses data, stakeholder feedback, ITIL practices and process improvement methods to identify service trends, document improvement opportunities, support action plans and help ITG deliver measurable value to the business.
* Support the definition, design and implementation of a Service Performance Management framework that enables consistent measurement of team and service effectiveness.
* Assist with CSI 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 Service Now, Microsoft Excel, PowerPoint, Power BI, or similar reporting tools.
* Perform trend analysis, service audits and root-cause reviews using Service Now data, reporting platforms, operational metrics, and stakeholder feedback.
* Conduct quantitative and qualitative analysis of internal and supplier-supported IT management processes and develop practical recommendations to improve IT service delivery.
* Prepare clear, accurate and well-organized reports, dashboards, presentations, action trackers, and research summaries for technical and non-technical audiences.
* Develop and maintain standardized process documentation, governance artifacts, process maps, operating procedures, and knowledge content required to support a CSI portfolio within an ITIL environment.
* Support cases for change by documenting the business problem, 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 to collect information, document issues, and support improvements to IT service delivery.
* Use available data to identify service quality, compliance,…