Continual Service Improvement & Innovation (CSI2) SME

**Req ID:** RQ211623
**Type of Requisition:** Regular
**Clearance Level Must Be Able to Obtain:** None
**Public Trust/Other Required:** MBI (T2)
**Job Family:** IT Infrastructure and Operations
**Skills:**
Change Leadership,Executive Dashboards,Key Performance Indicators (KPI),Prioritization,Process Improvements
**Experience:**
10 + years of related experience

**Job Description:**

The **ITSM Continual Service Improvement & Innovation (CSI2) SME** is the program’s accelerator for measurable progress. You will own the CSI operating model, turning data from ITSM, observability, security, and FinOps into a prioritized improvement backlog and run a predictable cadence of pilots that move the scorecard. You’ll standardize how improvements are proposed, tested, funded, and scaled: define baselines, set clear targets (SLOs/XLAs and cost-per-unit), run A/B or time-boxed trials, and publish results in plain language. In a multi-vendor SIAM environ...