Senior SLA & Performance Analyst (Remote)

Peraton; Chantilly (VA); Remote; USD 90,000 - 130,000; Full time

Job summary

Peraton is seeking a Service Level Agreement (SLA) Specialist for the CAEIO program under the DOS. The role focuses on monitoring SLA/SLO/KPI performance, identifying trends, validating data, and driving corrective actions with technical and government stakeholders.

The position allows remote work with occasional onsite meetings in the DMV area; flexible core hours from 8:00 AM to 5:00 PM ET, Monday through Friday.

Qualifications

• Minimum 2 years of SLA management in IT service delivery.
• Strong MS Excel experience for reporting and analysis including Pivot tables.
• Experience analyzing data to identify root causes and trends affecting SLA.
• Familiarity with ITIL Incident Lifecycle Management.
• Experience collaborating with technical teams to improve service performance.
• Testing and validating reports/dashboards in ServiceNow or similar systems.
• Ability to define reporting requirements and support dashboard development.
• Strong communication with senior leadership and government stakeholders.

Responsibilities

• Monitor, analyze, and report SLA, SLO, and KPI performance to leadership.
• Identify trends, risks, and root causes; recommend corrective actions.
• Validate metrics and resolve discrepancies with teams.
• Develop and maintain strategic improvement plans for underperforming SLAs.
• Collaborate with technical and business teams to drive improvements.
• Coordinate with leadership on performance issues and SLA strategy.
• Serve as liaison between technical teams, reporting teams, and stakeholders.
• Test and validate new or modified reports and dashboards for data integrity.
• Provide requirements and guidance for report/dashboard development.
• Deliver training and documentation to support SLA/SLO management.
• Analyze priorities and historical data to support future KPI development.
• Host biannual SLA workshops to align SLAs with customer needs.

Skills

SLA management

Excel reporting

Data analysis

Dashboards

Communication

Incident lifecycle

ServiceNow

Root cause analysis

Education

Bachelor's degree

Master's degree

Associate's degree

High School Diploma/Equivalent

Tools

ServiceNow modules

CMDB

Service Request Management

Problem Management

Grafana

Power BI

Tableau

Job description

Peraton is seeking a Service Level Agreement (SLA) Specialist for the CAEIO program under the DOS. The role focuses on monitoring SLA/SLO/KPI performance, identifying trends, validating data, and driving corrective actions with technical and government stakeholders.

The position allows remote work with occasional onsite meetings in the DMV area; flexible core hours from 8:00 AM to 5:00 PM ET, Monday through Friday.