Service Performance, SLA Analyst – Journeyman

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Develop, document, maintain, and oversee program key performance indicators, Service Level Agreements, Service Level Objectives, and associated performance metrics.

• Define methodologies for measurement, identify data sources, establish collection methods, set thresholds and targets, determine reporting frequencies, assign ownership, and outline escalation procedures.

• Collaborate with service owners, process owners, technical teams, and Government stakeholders to define measurable service performance expectations.

• Gather, validate, reconcile, and analyze service performance data from various systems, teams, and operational sources.

• Create dashboards, scorecards, reports, visualizations, and executive summaries that reflect service health and performance metrics.

• Monitor compliance with SLA/SLO and identify actual or potential breaches, negative trends, recurring issues, and data quality concerns.

• Conduct analyses, including trend, variance, root-cause, correlation, and comparative assessments, to interpret performance results.

• Deliver actionable insights and recommendations aimed at enhancing service quality, reliability, efficiency, availability, and user experience.

• Oversee the preparation and quality assurance of Daily System Status Reports.

• Compile information concerning system performance, upcoming events, maintenance activities, outages, and factors impacting user access to services.

• Ensure that Daily System Status Reports are accurate, comprehensive, timely, and backed by operational data.

• Analyze data related to incidents, problems, changes, requests, events, availability, capacity, maintenance, and service desk operations.

• Establish performance baselines and track enhancements against approved targets and corrective action plans.

• Assist in service reviews, meetings with process owners, project status updates, Program Management Reviews, and Government briefings.

• Provide service performance information for Monthly Status Reports, ITSM Plan updates, continuous improvement initiatives, and other program deliverables.

• Monitor performance improvement actions, including ownership, milestones, expected benefits, status, and evidence of completion.

• Validate that completed improvement actions yield the desired performance outcomes.

• Identify measurement gaps, inconsistent definitions, unreliable data sources, risks associated with manual reporting, and opportunities for automation.

• Develop and maintain procedures for performance measurement, data dictionaries, metric catalogs, report specifications, and quality control checks.

• Assist in configuring and enhancing ServiceNow, dashboard, analytics, and reporting functionalities.

• Partner with quality personnel to verify performance data, investigate systemic issues, and support corrective actions.

• Maintain records of performance, analytical work products, reporting histories, metric approvals, and audit trails.

• Safeguard sensitive Government, program, operational, performance, and personnel information.

⛳️ Requirements

• Active Secret clearance or higher.

• Bachelor’s degree in Information Systems, Business Analytics, Statistics, Information Technology, or a related field.

• A minimum of 5 years of relevant professional experience.

• Experience in service performance analysis, IT service management, SLA management, operational analytics, systems analysis, business intelligence, or a related field.

• Experience supporting Department of Defense, federal civilian, or other Government programs.

• Proven experience in developing, documenting, measuring, and reporting KPIs, SLAs, SLOs, and operational performance metrics.

• Experience in defining performance formulas, thresholds, targets, data sources, reporting frequencies, and escalation criteria.

• Experience in collecting and reconciling performance data from various systems or technical teams.

• Experience in conducting trend, variance, root-cause, correlation, statistical, or comparative analyses.

• Experience in developing dashboards, scorecards, visualizations, executive summaries, and regular performance reports.

• Proven ability to identify actual or projected SLA breaches and recommend corrective or preventive actions.

• Experience in analyzing data related to incidents, problems, changes, requests, events, availability, capacity, maintenance, or service desk operations.

• Experience in establishing performance baselines and assessing the outcomes of improvement initiatives.

• Experience in preparing Daily System Status Reports, service review materials, or similar operational reports.

• Experience in maintaining metric catalogs, data dictionaries, reporting specifications, and performance measurement procedures.

• Proficiency in Microsoft Excel, including advanced formulas, pivot tables, lookups, data validation, and analytical models.

• Familiarity with Power BI, Tableau, ServiceNow Performance Analytics, SQL, SharePoint, or similar analytics and reporting tools.

• Knowledge of ITIL Version 5 or ITIL 4 service-level management, measurement and reporting, continuous improvement, incident, problem, availability, and capacity management practices.

• ITIL Foundation, Microsoft Power BI Data Analyst, Tableau, Lean Six Sigma, or a similar analytics, service management, or process improvement certification.

• Familiarity with Agile, Scrum, DevSecOps, site reliability engineering, or hybrid service delivery environments.

• Strong quantitative, analytical, problem-solving, and data visualization skills.

• Excellent written, verbal, presentation, and stakeholder communication capabilities.

• Strong organizational, documentation, and time management skills.

• High attention to detail and dedication to data accuracy, consistency, traceability, and reporting quality.

• Ability to convert complex operational data into clear insights and recommendations for both technical and non-technical audiences.

• Capability to manage multiple data sources, metrics, reporting cycles, deadlines, and improvement actions.

• Ability to work independently while maintaining accountability, discretion, and consistent follow-through.

🏝️ Benefits

• Regular full-time employment.

• Remote work arrangement available.

• Preference given to candidates residing in or near Chicago.

• Opportunity to contribute to a USMEPCOM ENLIST government program.

• Opportunity to engage in service reviews, project status meetings, Program Management Reviews, and Government briefings.