Continuous Improvement Analyst

The CSI Specialist I provides foundational support in the Continuous Service Improvement (CSI) function, assisting in the collection, analysis, and reporting of operational performance data to identify opportunities for efficiency, quality, and service enhancement. Working under the guidance of the CSI Engineer and Organizational Resilience Manager, this role contributes to improvement initiatives across all ITRSS divisions — Application Support, Development, QA, Integration, and Product Management. The position involves data analysis, process mapping, and documentation support for improvement projects, audits, and retrospectives. The CSI Specialist I plays a vital role in transforming operational data into actionable insights that drive sustainable, measurable progress. Job Responsibilities: 1. Process & Performance Analysis Collect and compile performance data from incident, QA, and project tracking systems. Conduct basic trend and variance analyses to identify inefficiencies and potential improvement areas. Support root-cause investigations for recurring incidents or operational delays. Assist in the creation of performance dashboards and KPI reports. 2. Documentation & Continuous Improvement Support Document current-state processes, workflows, and procedures across multiple functional areas. Maintain an organized library of SOPs, metrics, and CSI artifacts in the KB Vault. Support post-incident reviews, release retrospectives, and process validation sessions. Participate in CSI working groups to gather feedback, log improvement ideas, and monitor progress. 3. Cross-Divisional Collaboration Collaborate with support, engineering, QA, and integration teams to understand their operational challenges. Assist in coordinating improvement projects by scheduling meetings, documenting outcomes, and tracking deliverables. Support communication and knowledge-sharing between CSI and other departments. 4. Audit & Compliance Assistance Support internal audits and compliance checks by providing data, documentation, and process evidence. Track follow-up actions and ensure accountability on assigned remediation items. Contribute to continuous improvement in audit readiness and process documentation quality. Requirements Scholarship: College/University Specialized knowldge: Foundational understanding of IT service management, process improvement, and data analysis. Awareness of ITIL, CSI frameworks, and quality management principles. Basic understanding of metrics, KPIs, and operational dashboards. Strong organizational skills and ability to manage multiple tasks simultaneously. Computer knowledge: Proficiency with Microsoft Excel, Power BI, or other data visualization tools. Familiarity with service management and project tracking systems (e.g., Jira, ServiceNow). Basic understanding of SharePoint or Confluence for documentation management. Strong command of Microsoft Teams and other collaboration tools. Experience: 1–3 years of experience in IT support, process coordination, data analysis, or a related role. Bachelor’s degree or equivalent experience in Information Systems, Business, or Operations Management. Exposure to ITIL or Lean concepts is preferred but not required. Benefits Competitive weekly salary Legal benefits Christmas bonus Savings fund Profit sharing (PTU) Vacation days Vacation premium Extra paid days off Private medical insurance and preventative care Friendly work environment Financing and discounts at local restaurants and coffee shops Growth opportunities