Senior Analyst, Continual Service Improvement

Who We Are

FTI Consulting is the leading global expert firm for organizations facing crisis and transformation. We work with many of the world’s top multinational corporations, law firms, banks and private equity firms on their most important issues to deliver impact that makes a difference. From resolving disputes, navigating crises, managing risk and optimizing performance, our teams respond rapidly to dynamic and complex situations.

At FTI Consulting, you’ll work side-by side with leaders who have shaped history, helping solve the biggest challenges making headlines today. From day one, you’ll be an integral part of a focused team where you can make a real impact. You’ll be surrounded by an open, collaborative culture that embraces diversity, recognition, professional development and, most importantly, you.

Are you ready to make your impact?

About the Role

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

The primary purpose of the Analyst, Continual Service Improvement role is to support ongoing service improvement activities within the Global Customer Services delivery lifecycle. The role uses 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 that enables consistent measurement of team and service effectiveness.
- 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 Service Desk, End User Services, Technical Escalation, Infrastructure Management, Information Systems, Cybersecurity and Enterprise Architecture 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 through standardization, simplification, automation, and discontinuance where appropriate.
- 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 by sharing information, documenting lessons learned and contributing to process improvement discussions.
- Represent the CSI function professionally in internal forums and serve as a reliable resource 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 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 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 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 while preserving sound judgment, quality assurance, and FTI policy compliance.
- 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.

How You’ll Grow

ITG uses an “IT Service Portfolio” approach to align with business priorities, and to articulate and communicate the diversification of IT investments for the business. FTI Consulting leverages the Information Technology Group (ITG) to accomplish the following goals:  Improve Practitioner Productivity and grow the business with IT, Reduce Risks with IT in the business, and Manage a balanced set of IT investments that meet business objectives. We encourage our employees to become “Super Users” of all our services, take advantage of multiple opportunities to work with colleagues on the wide array of cross functional to inter department projects, and self-improve through professional development.

Basic 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.

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FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.

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.