Senior Analyst, Continual Service Improvement

This is a fully remote position, open to applicants in District of Columbia, +3 more states.

📋 Description

• Assist in defining, designing, and implementing a Service Performance Management framework.

• Support ongoing service improvement initiatives from inception to delivery, which includes scope documentation, stakeholder coordination, action tracking, benefits measurement, and post-implementation review assistance.

• Create biweekly, monthly, and on-demand service performance metrics utilizing ServiceNow, Microsoft Excel, PowerPoint, Power BI, or similar tools.

• Conduct trend analysis, service audits, and root-cause investigations.

• Evaluate internal and supplier-supported IT management processes and propose recommendations to enhance IT service delivery.

• Generate reports, dashboards, presentations, action trackers, and research summaries tailored for both technical and non-technical audiences.

• Develop and maintain process documentation, governance artifacts, process maps, operating procedures, and knowledge content.

• Document business challenges, anticipated value, effort, risk, success criteria, and measurable outcomes for service improvement.

• Collaborate with Service Desk, End User Services, Technical Escalation, Infrastructure Management, Information Systems, Cybersecurity, and Enterprise Architecture teams.

• Identify service quality, compliance, governance, and operational risks; escalate issues and suggest mitigations.

• Implement ITIL practices to standardize, simplify, automate, or discontinue processes and workflows.

• Maintain stakeholder relationships and integrate feedback into continuous improvement priorities.

• Share best practices, lessons learned, and process improvement insights across the Information Technology Group.

• Represent the Continuous Service Improvement (CSI) function in internal forums and lend expertise in service performance reporting, process documentation, and improvement tracking.

• Facilitate enhancements for user self-service, IT Service Desk, End User Support, Technical Escalation, and related ITG service lines.

• Develop and refine reporting mechanisms for service level management, operational performance, customer experience, and improvement progress.

• Maintain a repository of process maps and supporting ITSM and service delivery documentation.

• Oversee practices and processes that support compliance, quality, and improvement strategies.

• Convert metrics, evaluations, and stakeholder feedback into actionable recommendations, action plans, and success criteria.

• Provide support, training materials, and guidance on ITSM practices, process adherence, reporting interpretation, and improvement methodologies.

• Track assignments, milestones, risks, and outcomes for CSI initiatives and provide status updates.

• Collaborate with GCS leadership, OCIO partners, and IT stakeholders to deliver service performance insights and support business-aligned decisions.

• Share knowledge, assist team members, and help junior staff comprehend CSI reporting, documentation, and process practices.

• Responsibly utilize approved AI and automation tools for analysis, reporting, drafting, and insight generation while ensuring quality and policy compliance.

• Assist with supplier improvement initiatives, operational reviews, program documentation, SharePoint sites, and special projects.

• Periodic travel may be required, occasionally on short notice.

⛳️ Requirements

• A minimum of 3+ years of relevant IT experience, including IT Service Management, Service Operations, Continual Service Improvement, process improvement, reporting, or analytics.

• At least 2 years of experience in supporting service delivery, operational reporting, or process improvement using ITSM techniques and best practices.

• A 4-year degree in computer science or a related field.

• ITIL Foundation certification preferred or equivalent practical ITIL experience.

• Familiarity with Lean Six Sigma, business process management, or other recognized process improvement methodologies preferred.

• Proficient understanding of CSI, ITSM, ITIL practices, and Lean Six Sigma concepts and their practical application in an IT service context.

• Experience in supporting service improvement activities, facilitating working sessions, and coordinating follow-ups across multiple teams.

• Proficient with ServiceNow reporting, dashboards, analytics, operational metrics, and performance trend analysis.

• Experience in documenting processes, requirements, workflows, service maps, SLAs, OLAs, knowledge articles, and operational procedures.

• Ability to integrate data from various sources, draw actionable conclusions, and suggest actions that enhance service quality, efficiency, and customer experience.

• Capable of preparing and presenting written reports, business cases, recommendations, presentations, and research summaries for both technical and non-technical audiences.

• Strong facilitation skills encompassing 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, organizational skills, follow-through, and ability to manage multiple priorities in a fast-paced, deadline-driven environment.

• Ability to navigate ambiguity, clearly frame problems, and incorporate alternative plans or process improvements.

• A collaborative working style with the ability to cultivate trusted relationships across teams.

• Capable of sharing knowledge, assisting team members, and helping 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 with Microsoft Office, Visio, PowerPoint, Excel, Power BI, or similar tools.

• Ability to responsibly use approved AI tools while recognizing limitations, data-quality risks, and areas necessitating human judgment.

• Experience in project coordination, including planning support, action tracking, stakeholder communication, risk documentation, and delivering measurable outcomes.

🏝️ Benefits

• Opportunities for professional development.

• Engage in cross-functional and interdepartmental projects.

• Opportunities for periodic travel.