Remote SLA & Service Performance Analyst

DecisionPoint | Cortek; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

DecisionPoint | Cortek is seeking a Journeyman Service Performance / SLA Analyst to lead performance measurement, governance, analytics, and reporting for the USMEPCOM ENLIST program. You will develop and maintain KPIs, SLAs, and SLOs, analyze trends, risks, and opportunities for improvement, and support government stakeholders.

This role is remote with a preference for candidates located in or near Chicago; you will coordinate Daily System Status reporting and provide actionable insights to

Qualifications

• Experience in service-performance analysis and IT service management.
• Ability to develop, document, measure, and report KPIs, SLAs, and SLOs.
• Experience collecting and reconciling performance data from multiple sources.

Responsibilities

• Develop, document, maintain, and govern KPIs, SLAs, SLOs, and related measures.
• Define measurement formulas, data sources, thresholds, targets, reporting frequencies, and escalation criteria.
• Coordinate with stakeholders to set meaningful service-performance expectations.
• Analyze service-performance data and provide actionable insights for improvements.
• Prepare and review Daily System Status Reports and provide performance visibility.

Skills

KPI management

SLA management

SLO management

ITSM

Operational analytics

Business intelligence

Data analysis

Education

Bachelor's degree

Job description

DecisionPoint | Cortek is seeking a Journeyman Service Performance / SLA Analyst to lead performance measurement, governance, analytics, and reporting for the USMEPCOM ENLIST program. You will develop and maintain KPIs, SLAs, and SLOs, analyze trends, risks, and opportunities for improvement, and support government stakeholders.

This role is remote with a preference for candidates located in or near Chicago; you will coordinate Daily System Status reporting and provide actionable insights to