CSI (Continual Service Improvement) Analyst - DoW

INNOVIM•Colorado Springs, CO

9h•$90,000 - $110,000•Onsite

About The Position

INNOVIM is seeking a CSI (Continual Service Improvement) Analyst to support Amentum's Missile Defense Division and the Missile Defense Agency (MDA). This is an onsite role at Schriever Space Force Base in Colorado Springs, Colorado; remote work and telework are not available. The position requires an active DoW Secret Security Clearance and is a day-shift role. Relocation assistance is not available. The Analyst independently owns and advances the organization's Continual Service Improvement (CSI) program. Reporting to the team's Lead, the position analyzes service performance, champions operational changes, and builds the CSI practice to improve service quality and customer satisfaction. The role develops data-driven assessments and recommendations, establishes metrics and reporting, and works with stakeholders to implement and monitor improvement initiatives. The position is expected to pay $90,000–$110,000 annually, depending on experience, education, and directly related certifications. IDS states that it offers competitive compensation packages, including nationwide medical, dental, and vision insurance, life insurance, a matching 401(k) contribution, and educational/training support.

Requirements

At least 2 years of experience in process improvement, quality assurance, data analysis, or IT service management (ITSM).
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.

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 (CSI) 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; develop 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 that address operational gaps and improve 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 to stakeholders.
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.