Secret Continual Service Improvement Analyst

Required Skills & Experience

• Active DoD Secret Security Clearance
• 2 years of experience in process improvement, quality assurance, data analysis, or IT service management (ITSM).
• Strong problem-solving and analytical skills. Strong written, verbal, and interpersonal communication skills.
• Proven ability to work effectively in a fast-paced, dynamic environment.

Nice to Have Skills & Experience

• Have a Bachelor’s degree, or higher, in Business Administration, Project Management, Information Technology
• Have working knowledge of IT service management processes and service management workflows.
• Have experience using performance management and reporting tools.
• Have proficiency in data analysis and basic statistical methods.
• Have an ITIL Foundation Certification

Job Description

Insight Global is seeking a Secret Continual Service Improvement Analyst (CSI) to support the MDA in Colorado Springs, CO. This is a pivotal role for a self-motivated individual to independently own, drive, and elevate the Continual Service Improvement (CSI) program. While reporting to the team’s Lead, you will have the autonomy to analyze performance, champion change, and be the single point of contact for building the CSI practice from the ground up, making a measurable impact on service quality and customer satisfaction.

Job Responsibilities:

• Own and manage the organization’s Continual Service Improvement (CSI) program, driving measurable enhancements to service quality, performance, and customer experience.
• Analyze service performance trends, risks, and improvement opportunities through data-driven methods and root-cause analysis.
• Assess quality metrics, service-level performance, incident trends, and stakeholder feedback; develop A3 Reports with findings, gap analyses, and evidence-based recommendations.
• Establish, maintain, and refine CSI performance metrics, dashboards, and reporting mechanisms.
• Design, implement, and monitor CSI initiatives that address operational gaps and improve service delivery.
• Review performance data to identify emerging trends, recurring issues, and opportunities for proactive improvement.
• Partner with cross-functional teams and stakeholders to identify, prioritize, and implement improvement initiatives.
• Develop and maintain CSI processes, procedures, documentation, and supporting artifacts.
• Prepare and deliver recurring status reports and presentations on CSI initiatives, quality metrics, outcomes, and recommendations to stakeholders.
• Research, evaluate, and implement applicable industry best practices to strengthen service management and operational performance.
• Drive CSI strategic planning, project execution, and related continuous-improvement activities.

This candidate must be local to Colorado Springs, CO and the pay range for this role is between $43-$52/hr depending on skills and years of experience.