Service Improvement Analyst

li{ font-size: 14px;} p{ font-size: 14px;} Company Overview Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential. Our seasoned professionals deliver services based on Milestones best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed. Job Overview The Service Improvement Analyst Digital Workplace Services is responsible for identifying, analyzing, prioritizing, and driving service improvement opportunities across the Digital Workplace Services portfolio. This role focuses on enhancing the end-user experience, improving service performance, optimizing operational processes, and increasing adoption of modern workplace technologies. Leveraging ITIL, Lean Six Sigma (LSS), Continual Service Improvement (CSI), and Digital Employee Experience (DEX) principles, the analyst partners with service owners, engineering teams, operations teams, vendors, and clients to identify opportunities, implement improvements, and measure outcomes. The role requires a strong combination of analytical skills, customer focus, business acumen, and technical understanding of modern workplace services such as Microsoft 365, endpoint management, collaboration platforms, service desk operations, and end-user computing services. The Service Improvement Analyst will lead improvement initiatives across multiple clients and business functions while ensuring service delivery aligns with business objectives, user expectations, and operational excellence standards. Key Responsibilities Service Improvement & Digital Workplace Optimization Lead the development and execution of service improvement initiatives across Digital Workplace Services in partnership with Service Excellence Leads, Service Owners, Engineering, and Operations teams. Analyze service performance, user experience data, operational metrics, and customer feedback to identify improvement opportunities. Drive continual improvement programs focused on enhancing employee productivity, service quality, customer satisfaction, and operational efficiency. Establish improvement roadmaps aligned with Digital Workplace Services strategy and business objectives. Support the adoption and optimization of workplace technologies including Microsoft 365, collaboration platforms, endpoint services, mobility solutions, and digital employee experience tools. Utilize Digital Employee Experience (DEX) insights, service analytics, and user sentiment data to prioritize and implement service improvements. Process Excellence & Operational Effectiveness Develop a thorough understanding of existing Digital Workplace processes, workflows, and service delivery models to identify optimization opportunities. Create and maintain operational process documentation including: Process maps and flowcharts Standard operating procedures (SOPs) Capacity and utilization studies Time and motion studies Standard work documentation Cycle-time and workflow analysis Lead process redesign initiatives to improve efficiency, scalability, standardization, and service quality. Coordinate and track improvement activities resulting from Kaizen workshops, problem-solving sessions, and operational reviews. Implement Lean Six Sigma, ITIL, and Continuous Improvement methodologies to drive measurable outcomes. Analytics, Reporting & Insights Define, monitor, and report on key Digital Workplace Services KPIs and SLAs, including: Service Desk performance End-user experience metrics Incident and request trends Availability and reliability metrics Adoption