KPI & SLA Service Performance Analyst (Hybrid)

Veloz IT Solutions, LLC; Ashburn (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 in Ashburn, VA, a hybrid role requiring 1–2 days on site. The candidate will develop and monitor KPIs/SLAs, support executive dashboards, and analyze performance across IT contracts to drive cost, schedule, and operational insights.

Ideal candidates have PMO, reporting, and data-analysis experience, US citizenship, and a DHS or DoD clearance.

Qualifications

• BA/BS; 5+ years IT performance/service-management experience
• Demonstrated experience developing KPIs/SLAs for large IT contracts
• Demonstrated data-driven and analytical mindset and effective communication of metrics and trends
• 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 baseline

Statistical Analysis

Excel

Power BI

Agile

Waterfall

Education

BA/BS

Tools

MS Project

JIRA

ServiceNow

Job description

Veloz IT Solutions, LLC is seeking a KPI/SLA & Service Performance Analyst in Ashburn, VA, a hybrid role requiring 1–2 days on site. The candidate will develop and monitor KPIs/SLAs, support executive dashboards, and analyze performance across IT contracts to drive cost, schedule, and operational insights.

Ideal candidates have PMO, reporting, and data-analysis experience, US citizenship, and a DHS or DoD clearance.