Senior Analyst, Continual Service Improvement

FTI Consulting•Chicago, IL

20h

About The Position

The Senior Analyst, Continual Service Improvement (CSI) is a hands-on role within FTI Consulting’s Corporate Information Technology Group – Global IT Customer Services. The position supports and executes service improvement initiatives across Global Customer Services, partnering with coaches, IT teams, and business stakeholders to measure service performance, improve ITSM processes, strengthen reporting, and deliver greater value to the business. The role supports ongoing service improvement across the Global Customer Services delivery lifecycle. It uses data, stakeholder feedback, ITIL practices, and process improvement methods to identify service trends, document opportunities, support action plans, and help ITG deliver measurable business value. The role also contributes to reporting, process documentation, governance, stakeholder coordination, supplier improvement initiatives, and special projects. The position collaborates with GCS leadership, OCIO partners, and IT stakeholders, and may require periodic travel, sometimes with limited notice. FTI Consulting’s ITG uses an IT Service Portfolio approach to align IT investments with business priorities. Employees are encouraged to become “Super Users” of services, participate in cross-functional projects, and pursue professional development.

Requirements

At least 3 years of relevant IT experience, including experience in IT Service Management, Service Operations, Continual Service Improvement, process improvement, reporting, or analytics.
At least 2 years of experience supporting service delivery, operational reporting, or process improvement using ITSM techniques and best practices.
Four-year degree in computer science or a related field.
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.
Ability to document 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 the ability to tailor messages to executives, managers, technical teams, and frontline support staff.
Strong attention to detail, organization, and follow-through, with the ability to manage multiple priorities in a fast-paced, deadline-driven environment.
Comfort working through ambiguity, framing problems clearly, and considering alternative plans or process improvements.
Collaborative working style, including the ability to encourage open discussion, consider differing views, and 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 to document, analyze, and communicate service information.
Ability to use approved AI tools responsibly for research, analysis, reporting, and drafting 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.

Nice To Haves

ITIL Foundation certification or equivalent practical ITIL experience.
Exposure to Lean Six Sigma, business process management, or other recognized process improvement methods.
ITIL Foundation, Lean Six Sigma Yellow Belt, Microsoft Power BI, ServiceNow, or related reporting and process improvement training.

Responsibilities

Support the definition, design, and implementation of a Service Performance Management framework for consistently measuring team and service effectiveness.
Assist with CSI initiatives from intake through delivery, including documenting scope, coordinating stakeholders, tracking actions, measuring benefits, and supporting post-implementation reviews.
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 using ServiceNow data, reporting platforms, operational metrics, and stakeholder feedback.
Analyze internal and supplier-supported IT management processes and develop practical recommendations to improve IT service delivery.
Prepare 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 for 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 IT service improvements.
Identify service quality, compliance, governance, and operational risks; escalate concerns and recommend practical mitigation actions.
Apply ITIL practices to improve processes, procedures, and workflows through standardization, simplification, automation, or discontinuance where appropriate.
Maintain stakeholder relationships, understand business service requirements, and incorporate feedback into continual improvement priorities.
Share CSI best practices, document lessons learned, and contribute to process improvement discussions across ITG.
Represent the CSI function in internal forums and provide support for service performance reporting, process documentation, and improvement tracking.
Support improvement opportunities for user self-service, IT Service Desk, End User Support, Technical Escalation, and related ITG service lines.
Develop, maintain, and improve reporting for service level management, operational performance, customer experience, and improvement progress.
Maintain a library of process maps and supporting documentation for relevant ITSM and service delivery processes.
Monitor practices and processes to support compliance, quality, and improvement strategies.
Translate metrics, evaluations, and stakeholder input into recommendations, action plans, and clearly defined 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 timely 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 maintaining sound judgment, quality assurance, and compliance with FTI policies.
Assist with supplier improvement initiatives, operational reviews, program documentation, SharePoint sites, and special projects as assigned.
Travel periodically as required, sometimes with limited notice.