Continuous Service Improvement Analyst

Brief Overview of Position:

Strategic Operational Solutions Inc. (STOPSO) seeks a Continuous Service Improvement (CSI) Analyst who will play key role in the IT Service Management (ITSM) team focusing on identifying driving and implementing enhancements to IT services processes and overall performance. This mid-level position supports the organizations adoption of ITIL best practices by analyzing service data identifying improvement opportunities leading or contributing to CSI initiatives and measuring outcomes to ensure IT services remain efficient effective and aligned with business needs. With 3-5 years of experience in ITSM the analyst collaborates with service owners process managers technical teams and stakeholders to foster a culture of continual improvement.

Key Responsibilities:

• Collecting and analyzing performance data metrics and trends from ITSM tools (e.g. ServiceNow) to identify areas for service and process enhancement
• Establish manage and maintain the Continual Improvement Register (CIR)
• Leading or supporting CSI initiatives including root cause analysis process reviews and implementation of changes across ITSM processes (Incident Problem Change Service Level Management etc.)
• Facilitating service review meetings creating improvement plans and tracking progress against defined KPIs and targets
• Producing reports dashboards and presentations on improvement outcomes and service performance
• Ensuring compliance with ITSM governance audit requirements and alignment with ITIL/ISO 20000 principles

Position Certification and Qualification Requirements: (Required)

• Bachelors degree in information technology Computer Science Business Information Systems or a related field (or equivalent professional experience)
• 3-5 years of hands-on experience in IT Service Management with direct involvement in process analysis performance measurement or continual/continuous improvement activities
• Strong understanding of ITIL framework particularly the Continual Service Improvement (CSI) stage/practice (ITIL v3 or v4)
• ITIL Foundation certification (ITIL v3 or v4) is mandatory.
• Proven experience working with ITSM platforms such as ServiceNow and BMC Remedy
• Facilitate CSI reviews and improvement planning sessions
• Solid analytical skills with experience in data analysis trend identification and using tools like Excel Power BI or similar for visualization and reporting
• Excellent communication skills with the ability to present findings and recommendations to technical and non-technical stakeholders
• Identify service improvement opportunities through operational data trends audits and customer feedback
• Security Clearance: Top Secret

Position Preferred Qualifications:

• ITIL Practitioner or Intermediate certification in Continual Service Improvement or related practices (e.g. Service Level Management Problem Management)
• Hands-on experience leading small-to-medium improvement projects or initiatives in an ITIL-aligned environment
• Familiarity with additional frameworks/standards such as ISO 20000 Lean Six Sigma or COBIT
• Experience in metrics definition KPI/KQI development and value realization tracking for IT services
• Knowledge of statistical analysis or data mining techniques for identifying improvement opportunities
• Previous exposure to agile methodologies or DevOps practices in an ITSM context

Required Experience:

IC