Senior Analyst, Continual Service Improvement
Core
Execute service improvement initiatives across Global Customer Services using data, stakeholder feedback, and ITIL practices to measure performance and deliver value.
Role type
Senior Analyst, Continual Service Improvement (CSI)
Builds
Service performance frameworks, improvement action plans, and standardized process documentation
Domain
IT Service Management (ITSM) / Process Improvement
Deliverable
dashboards & analysis
Required skills
ITIL practices, process improvement methods, data analysis, stakeholder coordination, reporting, root-cause analysis, change management documentation
Preferred skills
Lean Six Sigma, Power BI, ServiceNow, ITSM facilitation
Technologies
ServiceNow, Microsoft Excel, PowerPoint, Power BI
Responsibilities
Support definition and implementation of Service Performance Management framework; Generate biweekly, monthly, and ad hoc service performance metrics; Perform trend analysis, service audits, and root-cause reviews; Develop and maintain standardized process documentation and governance artifacts; Partner with IT teams to collect information and support improvements; Translate metrics and stakeholder input into recommendations and action plans; Provide training and guidance on ITSM practices and reporting interpretation.
Seniority
Senior, hands-on IC