Continual Service Improvement (CSI) Analyst with Security Clearance

Position Overview We are seeking a motivated and analytical Continual Service Improvement (CSI) Analyst to drive service quality, operational excellence, and continuous improvement initiatives within a mission-focused technology environment. This role is ideal for an individual who thrives on identifying opportunities for improvement, leveraging data to drive decisions, and collaborating with stakeholders to enhance service delivery. The CSI Analyst will have the opportunity to establish and mature a continuous improvement program, influence organizational processes, and make a measurable impact on performance, customer satisfaction, and operational effectiveness.

Key Responsibilities

• Own and manage the Continual Service Improvement (CSI) program, driving measurable improvements in service quality and operational performance.
• Analyze service metrics, incident trends, stakeholder feedback, and operational data to identify improvement opportunities.
• Conduct root cause analysis and develop actionable recommendations to address recurring issues and performance gaps.
• Develop A3 reports, trend analyses, gap assessments, and data-driven recommendations.
• Design, implement, and track improvement initiatives that enhance service delivery and customer experience.
• Establish and maintain performance dashboards, KPIs, reporting mechanisms, and quality metrics.
• Collaborate with cross-functional teams to identify, prioritize, and execute improvement opportunities.
• Develop and maintain CSI processes, procedures, documentation, and supporting artifacts.
• Prepare and present reports, metrics, and improvement roadmaps to leadership and stakeholders.
• Research and apply industry best practices related to service management, process improvement, and operational excellence.
• Support strategic planning, project execution, and continuous improvement activities across the organization. Required Qualifications
• Minimum of 2 years of experience in one or more of the following: Process Improvement, Quality Assurance, Data Analysis, and IT Service Management (ITSM).
• Strong analytical and problem-solving abilities.
• Experience analyzing performance metrics and identifying improvement opportunities.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Active Secret Security Clearance Preferred Qualifications
• Bachelor's degree in: Business Administration, Information Technology, Project Management or Related field.
• Experience with IT Service Management (ITSM) processes and service delivery frameworks.
• Familiarity with performance management, reporting, and dashboard tools.
• Knowledge of data analysis methodologies and basic statistical concepts.
• Experience creating executive-level reports and presentations.
• ITIL Foundation Certification or similar service management certification.
• Experience supporting government, defense, or highly regulated environments.