[Hiring] Senior Analyst, Continual Service Improvement @FTI Consulting

Role Description

The Information Technology Group (ITG) is a collection of people, processes and technology investments designed to achieve the business goals of FTI Consulting. The Senior Analyst, Continual Service Improvement (CSI) is a hands-on role within Corporate Information Technology Group – Global IT Customer Services. This position will be responsible for and execution of service improvement initiatives across Global Customer Services, partnering with coach, IT teams, and business stakeholders to measure service performance, improve ITSM processes, strengthen reporting, and deliver enhanced value to the business.

What You’ll Do

• Support ongoing service improvement activities within the Global Customer Services delivery lifecycle.
• Use data, stakeholder feedback, ITIL practices and process improvement methods to identify service trends, document improvement opportunities, support action plans and help ITG deliver measurable value to the business.
• Support the definition, design and implementation of a Service Performance Management framework.
• Assist with CSI 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 reporting tools.
• Perform trend analysis, service audits and root-cause reviews using ServiceNow data, reporting platforms, operational metrics, and stakeholder feedback.
• Conduct quantitative and qualitative analysis of internal and supplier-supported IT management processes and develop practical recommendations to improve IT service delivery.
• Prepare clear, accurate and well-organized 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 required to support 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 various teams to collect information, document issues, and support improvements to IT service delivery.
• Use available data to identify service quality, compliance, governance, and operational risks; escalate concerns and recommend practical mitigation actions.
• Apply ITIL practices to analyze and improve existing processes, procedures and workflows.
• Maintain productive relationships with stakeholders to understand business service requirements and incorporate feedback into continual improvement priorities.
• Support CSI best practices across the Information Technology Group.
• Represent the CSI function professionally in internal forums.
• 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 that measures 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 implementation of 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 to staff and stakeholders on ITSM practices, process adherence, reporting interpretation, and improvement methods.
• Track assignments, milestones, risks, and outcomes for continual service improvement initiatives.
• Collaborate with GCS leadership, OCIO partners and IT stakeholders to provide service performance insight.
• Share knowledge with colleagues, assist team members as needed and help junior staff understand CSI reporting, documentation, and process practices.
• Use approved AI and automation tools responsibly to accelerate analysis, reporting, drafting, and insight generation.
• Assist with supplier improvement initiatives, operational reviews, program documentation, SharePoint sites, and special projects as assigned.
• Periodic travel may be required, sometimes with limited notice.

Qualifications

• 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.

Preferred Skills

• ITIL Foundation, Lean Six Sigma Yellow Belt, Microsoft Power BI, ServiceNow or related reporting and process improvement training 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.
• Demonstrated 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.
• Proven 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, follow-through, and ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Comfortable working through ambiguity, framing problems clearly and incorporating alternative plans or process improvements to solve issues.
• Collaborative working style with the ability to encourage open discussion, consider divergent 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 to support 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.

Compensation

• Minimum Pay: $70,500
• Maximum Pay: $129,000
• Compensation Disclosure: The compensation range reflects potential base salary for the role. Actual compensation is determined based on a wide array of relevant factors including market considerations, business needs, and an individual’s location, skills, level of experience, and qualifications.