Continuous Improvement Analyst

Description

Summary: The CSI Specialist I supports Continuous Service Improvement by collecting, analyzing, and reporting operational performance data to enhance efficiency and service quality. Highlights: 1. Provides foundational support in Continuous Service Improvement (CSI) function 2. Involves data analysis, process mapping, and documentation support for projects 3. Transforms operational data into actionable insights for measurable progress ### **Job Information** Department Name INFORMATION TECHNOLOGY Job Type Full time Industry Technology Service Now Ticket INC1489249 Modality WFH Work Experience 1\-3 years Assigned Recruiter Contact fernando.bravo.garcia@confie.com Date Opened 02/25/2026 City Tijuana State/Province Baja California Country Mexico Zip/Postal Code 22010 ### **Job Description** 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