Senior Analyst, Continual Service Improvement

🔥 0 minutes ago

🏛️ District of Columbia, Florida, +2 more states – Remote

🏛️ District of Columbia – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🦀 Maryland – Remote

💵 $70.5k - $129k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

👻 Ghost score 0%

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FTI Consulting

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

📋 Compliance

💸 Finance

Consulting • Compliance • Finance

FTI Consulting is a global, multidisciplinary consulting firm that advises organizations facing crisis, regulatory, financial and operational transformation. The firm provides forensic investigations and litigation support, financial due diligence and recovery, data & analytics, cybersecurity and risk advisory, corporate communications, restructuring and strategic financial and transaction advisory for boards, CFOs, private equity and other enterprise clients. FTI has a broad global presence (noting 8,100+ employees across 32 countries and 84 cities) and explicitly states it is not a certified public accounting firm or a law firm.

📋 Description

• 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

• 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

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