Hybrid SLA Performance Analyst (Contract to Hire)

Experienced Recruiting Partners, LLC; City of Albany (NY); Hybride; USD 90 000 - 120 000; Plein temps

Résumé du poste

Experienced Recruiting Partners, LLC is seeking an SLA Analyst in a hybrid Albany, NY setting. You will support the development, validation, monitoring, and continuous improvement of SLAs across a major PMO program.

The role requires coordinating with functional teams, translating business expectations into measurable requirements, and validating data and reports to ensure accurate SLA measurement and reporting. Strong communication and Excel/data analysis skills are essential.

Qualifications

• 6+ years of relevant professional experience.
• Experience in project coordination, project management, quality assurance, data analysis, or a related discipline.
• Experience developing, implementing, managing, or reporting Service Level Agreements (SLAs).
• Strong written and verbal communication with stakeholders.
• Proficiency with Microsoft Excel and data analysis or reporting tools.

Responsabilités

• Define and document SLA measurement methodologies, including data sources, calculations, measurement periods, exclusions, dependencies, and reporting requirements.
• Assess whether proposed SLA requirements can be reliably measured using available systems and data, and identify changes needed to support accurate and consistent measurement.
• Develop and maintain implementation plans that define requirements, milestones, dependencies, validation activities, ownership, and readiness criteria.
• Coordinate with functional teams and stakeholders to support SLA implementation, validation, monitoring, and ongoing performance analysis.
• Facilitate meetings and working sessions related to SLA development, implementation, validation, and performance.
• Validate data, calculations, metrics, reports, and system-generated results to support accurate SLA measurement and reporting.
• Support the identification and resolution of issues that may affect SLA measurement, reporting, or performance.
• Contribute to continuous improvement of SLA processes, measurement methodologies, reporting, and operational practices.

Connaissances

Data analysis

Stakeholder communication

Project coordination

Attention to detail

Excel proficiency

Problem solving

Formation

Bachelor's degree or equivalent

Outils

Microsoft Excel

Splunk

Description du poste

Experienced Recruiting Partners, LLC is seeking an SLA Analyst in a hybrid Albany, NY setting. You will support the development, validation, monitoring, and continuous improvement of SLAs across a major PMO program.

The role requires coordinating with functional teams, translating business expectations into measurable requirements, and validating data and reports to ensure accurate SLA measurement and reporting. Strong communication and Excel/data analysis skills are essential.