Job Description The Continual Service Improvement (CSI) Analyst works with the CSI Chief to administer a comprehensive improvement program through development, measurement, analysis, process, technology, and culture for the EOC. The incumbent must be a tactful and diplomatic problem solver, a great communicator, and possess the ability to analyze, understand and respond to users’ needs in a rapidly changing business environment. The incumbent will interact with all levels of leadership and plays a key role in ensuring the success of ITSM processes. Essential Job Responsibilities
Act as a liaison between business and technology
Coordinate activities with management and cross-functional teams to maintain the highest level of incident response, problem tracking, ticket data quality and reporting needs
Propose, plan, document, and implement process improvement initiatives using continual service improvement best practices
Work with team to develop metrics that provide data for process measurement, identifying indicators for future improvement opportunities
Synthesize and analyze information from various sources to identify trends, opportunities and risks in regards to processes and process improvements using standard statistical techniques
Provide meaningful qualitative and quantitative reports, analysis, and evaluation to management including feedback on maximizing process effectiveness and efficiency
Participate in the on-going development of data quality control, data collection, and reporting to enhance decision making capabilities, accuracy, reliability, and timeliness of performance data
Provide reports and analysis on service level performance
Other duties as assigned
Minimum Qualifications:
Bachelor’s Degree with a Minimum 6 years of General Experience and a Minimum of 3 years Specialized Experience
Preferred Qualifications:
Data analysis tools and best practices
Relational and non-relational database concepts
Data query languages
Game theory, Machine Learning algorithms, and other statistical methods
Business Intelligence concepts, tools, and frameworks
Tableau software data visualization experience
Knowledge Management and data analytics experience using ServiceNow
Basic leadership and organizational abilities.
Willingness to build professional relationships with staff and partner organizations.
Understanding of AO organizational structure, processes, and personnel
Ability to manage multiple initiatives and deadlines,
Knowledge of continuous improvement principles with a strong focus in data analysis
Knowledge of process mapping techniques
Data governance structures and purpose
ITIL certification or training
Agile methodology
LEAN Six Sigma knowledge
SharePoint knowledge is a plus
Bachelor’s degree and at least 1 year of project management experience (preferred)
At least three years’ experience preparing, presenting and communicating information to managers and senior leaders (preferred)
Formal training or a related project management certification (preferred)
At least 1 year of IT service management experience or related formal training/certification
At least 1 year of business analysis experience or related formal training/certification
