Hybrid KPI/SLA & Service Performance Analyst

Veloz IT Solutions, LLC; Fairfax (VA); Hybrid; USD 115,000 - 130,000; Full time

Benefits offered by this job

Paid Holidays

401(k)

401(k) matching

Dental insurance

Employee discounts

Health insurance

Paid time off

Training & development

Vision insurance

Job summary

Veloz IT Solutions, LLC is seeking a KPI/SLA & Service Performance Analyst to provide performance management, process analysis, reporting, and program analytics. This role supports the collection, analysis, and reporting of service delivery metrics and trends to help leadership understand cost, schedule, and operational performance.

US Citizenship is required with DHS or Top Secret DoD clearance preferred. The ideal candidate brings PMO, reporting, and data analysis experience on government

Qualifications

• BA/BS in IT or related field
• 5+ years IT performance/service-management experience
• Demonstrated experience developing KPIs/SLAs for large IT contracts
• ITIL certification preferred

Responsibilities

• Develops and monitors KPIs, SLAs, thresholds, measurement methodologies and reporting frequencies
• Support development and maintenance of executive dashboards and performance scorecards
• Evaluates service efficiency, value, cost-effectiveness, cycle time, lead time, throughput and other delivery measures
• Maintain and organize project documentation and ensure version control
• Conduct business process analyses to support workflow optimization
• Develop, manage, and standardize project templates and process frameworks
• Track deliverables and monitor adherence to project timelines and milestones
• Ensure service delivery and development activities align with agile governance framework
• Support accurate and timely project reporting to leadership and stakeholders
• Support process improvement initiatives related to program reporting and performance measurement to improve efficiency, transparency, and accountability

Skills

KPI/SLA engineering

ITIL

service management

benchmarking

performance analysis

Excel

Power BI

Agile/Waterfall

communication

MS Project/JIRA/ServiceNow

Education

BA/BS in IT or related field

Tools

MS Project

JIRA

ServiceNow

Power BI

Excel

Job description

Veloz IT Solutions, LLC is seeking a KPI/SLA & Service Performance Analyst to provide performance management, process analysis, reporting, and program analytics. This role supports the collection, analysis, and reporting of service delivery metrics and trends to help leadership understand cost, schedule, and operational performance.

US Citizenship is required with DHS or Top Secret DoD clearance preferred. The ideal candidate brings PMO, reporting, and data analysis experience on government