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 in Ashburn, VA is seeking a KPI/SLA & Service Performance Analyst to provide performance management, reporting, and program analytics for government IT services. The role focuses on collecting and analyzing service delivery data to inform leadership on cost, schedule, and operational performance.

The ideal candidate has strong PMO, reporting, and data analysis experience. US Citizenship is required.

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/SLAs

Data analysis

Analytical mindset

Communication

Education

BA/BS in IT or related field

Tools

Excel

Power BI

MS Project

JIRA

ServiceNow

Job description

Veloz IT Solutions, LLC in Ashburn, VA is seeking a KPI/SLA & Service Performance Analyst to provide performance management, reporting, and program analytics for government IT services. The role focuses on collecting and analyzing service delivery data to inform leadership on cost, schedule, and operational performance.

The ideal candidate has strong PMO, reporting, and data analysis experience. US Citizenship is required.