CSI (Continual Service Improvement) Analyst MDX - SSFB

Amentum•Colorado Springs, CO

1d•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 organization’s Continual Service Improvement program, analyzing performance, championing change, and developing the CSI practice to improve service quality and customer satisfaction. The position is based at Schriever Space Force Base in Colorado Springs, Colorado, and is not available for remote work or telework. It requires an active DoW Secret Security Clearance, is a day-shift role, and may require travel up to 10% of the time. Relocation assistance is not available. The analyst uses data-driven analysis and root-cause methods to evaluate performance, identify risks and improvement opportunities, and recommend evidence-based changes. The role develops and maintains performance metrics, dashboards, reports, CSI processes, procedures, documentation, and supporting artifacts; designs and monitors improvement initiatives; and works with cross-functional teams and stakeholders to prioritize and implement changes. The analyst also prepares recurring reports and presentations, researches applicable industry best practices, and drives CSI strategic planning and project execution. Candidates must have at least two years of experience in process improvement, quality assurance, data analysis, or IT service management. A bachelor’s degree or higher, working knowledge of IT service management processes, experience with performance management and reporting tools, proficiency in data analysis and basic statistics, and an ITIL Foundation Certification are desired. The compensation range is $90,000–$110,000. Benefits include health, dental, and vision insurance; paid time off and holidays; retirement benefits including 401(k) matching; educational reimbursement; parental leave; an employee stock purchase plan; tax-saving options; disability and life insurance; and pet insurance. Benefits may vary based on employment type, location, and applicable agreements. The position may be assigned to an employee of one of Amentum’s teammate companies.

Requirements

At least two 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 in month-and-year 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 to drive measurable improvements in 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 to 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 about 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.