What are the responsibilities and job description for the SLA Analyst position at Peraton?
Basic Qualification:
- U.S. Citizen; eligible for a DOD Secret Clearance.
- Bachelor’s degree with 5 to 7 years, or master’s degree with 3 to 5 years, or PhD with 0 to 2 years experience is required.
- Must have experience in leading and working with stakeholders to implement SLAs across all contract performance areas.
- Must have experience with ServiceNow or other ITSM tools.
Preferred Qualification:
- Active Secret Security Clearance.
- ITIL v.4 Certification
Key Responsibilities:
- Monitor Service Level Agreements (SLAs) to ensure successful execution by contractor team; work with program leadership to implement corrective actions prior to SLA failure.
- Analyze and document unmet SLAs by the contractor to include the reason and dependencies, root cause, impact and effect on program performance, systems, and users.
- Created and maintain an exception list and justification for ticket types that should not be included in SLA performance calculations.
- Meet monthly with USAID management to review SLA performance, as part of the monthly program review.
- Lead and manage the implementation of all contract Service Level Agreements across areas of the contract; work with program leadership, stakeholders, and customer to ensure contract deliverable meet define service level objectives.
- Participate in annual SLA reviews with program leadership and the customer to adjust as needed so they are purposeful and measurable.
- Draft Monthly Program Status Report providing detail status of all SLAs.
- Provide detailed monthly performance reports for each response operations SLA, to include raw databased reports and the identification and explanation of anomalies that caused changes in data or SLA performance.
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