CSI (Continual Service Improvement) Analyst MDX - SSFB

Amentum•Colorado Springs, CO

1d•$90,000 - $110,000•Onsite

About The Position

The CSI (Continual Service Improvement) Analyst is part of Amentum’s Missile Defense Division and directly supports the Missile Defense Agency. Reporting to the team’s Lead, the analyst independently owns and advances the Continual Service Improvement program, analyzing performance, championing change, and building the organization’s CSI practice to improve service quality and customer satisfaction. The role uses data-driven analysis and root-cause methods to assess service performance, risks, quality metrics, service-level performance, incident trends, and stakeholder feedback. The analyst develops A3 reports, evidence-based recommendations, performance metrics, dashboards, and recurring reports and presentations. The position also designs, implements, and monitors improvement initiatives; partners with cross-functional teams and stakeholders; maintains CSI processes and documentation; evaluates industry best practices; and drives CSI strategic planning and project execution. The position is based at Schriever Space Force Base in Colorado Springs, Colorado. It is not available for remote or telework, requires a DoW Secret clearance, and may require travel up to 10% of the time. The listed compensation range is $90,000–$110,000. Relocation assistance is not available.

Requirements

At least 2 years of experience in process improvement, quality assurance, data analysis, or IT service management (ITSM).
Must have or obtain an active DoW Secret Security Clearance.
Strong problem-solving and analytical skills.
Strong written, verbal, and interpersonal communication skills.
Proven ability to work effectively in a fast-paced, dynamic environment.
Submit a resume using month and year date format with the application.

Nice To Haves

Bachelor’s degree or higher in Business Administration, Project Management, or Information Technology.
Working knowledge of IT service management processes and service management workflows.
Experience using performance management and reporting tools.
Proficiency in data analysis and basic statistical methods.
ITIL Foundation Certification.

Responsibilities

Own and manage the organization’s Continual Service Improvement program, driving measurable improvements to service quality, performance, and customer experience.
Analyze service performance trends, risks, and improvement opportunities using data-driven methods and root-cause analysis.
Assess quality metrics, service-level performance, incident trends, and stakeholder feedback; prepare A3 reports with findings, gap analyses, and evidence-based recommendations.
Establish, maintain, and refine CSI performance metrics, dashboards, and reporting mechanisms.
Design, implement, and monitor CSI initiatives addressing operational gaps and improving service delivery.
Review performance data to identify emerging trends, recurring issues, and opportunities for proactive improvement.
Partner with cross-functional teams and stakeholders to identify, prioritize, and implement improvement initiatives.
Develop and maintain CSI processes, procedures, documentation, and supporting artifacts.
Prepare and deliver recurring status reports and presentations on CSI initiatives, quality metrics, outcomes, and recommendations.
Research, evaluate, and implement applicable industry best practices to strengthen service management and operational performance.
Drive CSI strategic planning, project execution, and related continuous-improvement activities.