Service Level Agreement (SLA) Specialist

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

Basic Qualifications:

• Bachelor’s degree and 8 years of experience or a Masters degree and 6 years of experience or an Associate’s degree and 10 years of experience or a High School Diploma/Equivalent and 12 years of experience.
• U.S. citizenship and an active SECRETGovernment Security Clearance.
• Minimum of two years of experience leading or supporting SLA management within an IT service delivery organization.
• Minimum of two years of advanced Microsoft Excel experience for reporting and analysis (including Pivot tables and trend analysis).
• Minimum of two years of analyzing data to identify root causes and performance trends affecting SLA compliance.
• Understanding of the ITIL Incident Lifecycle Management process.
• Experience collaborating with technical teams to implement corrective actions and improve service performance.
• Experience testing and validating reports and dashboards in SharePoint, ServiceNow, or other systems.
• Ability to define reporting requirements and support dashboard development.
• Strong communication skills with the ability to interact effectively with senior leadership and government stakeholders.
• Experience developing process documentation, SOPs, corrective action plans, presentations, and status reports.

Desired Qualifications:

• ITIL v4 Intermediate certification or higher.
• Project Management Professional (PMP) certification.
• Previous program management experience.
• Two or more years of experience with ServiceNow IT Service Management Incident Management.
• Experience with one or more ServiceNow modules, including:
• Configuration Management Database (CMDB)
• Service Request Management
• Problem Management
• Experience with the ServiceNow SLA module.
• Experience developing reports/data visualizations and dashboards within ServiceNow.
• Award fee contract experience.
• Federal government program experience.
• Experience with data analysis and visualization tools such as Grafana, Power BI, and Tableau.

Peraton is seeking a Service Level Agreement (SLA) Specialist to join our team of qualified and diverse individuals on our Department of State (DOS) Bureau of Diplomatic Technology (DT) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. CAEIO provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting consular applications and services globally.

The SLA Specialist is responsible for ensuring consistent service delivery performance through monitoring and analysis of SLA, SLO (Service Level Objective) and KPI (Key Performance Indicator) metrics, identifying trends and root causes, validating data accuracy, and driving corrective actions. The Specialist partners with technical teams, reporting teams, program leadership, and government stakeholders to support incident, change, configuration, and problem management processes.

Core Work Schedule: 8:00 AM ET - 5:00 PM ET (flexible), Monday - Friday.

Work Location: This position is fully remote; however, candidates must reside in the Washington, DC Metropolitan Area (DMV) to accommodate occasional onsite meetings, training, or customer support activities at the Washington, DC, customer location or the Peraton office in Sterling, VA. The number of days the consultant works on-site in Washington, DC, or Sterling, VA, is subject to change based on government/program requirements (for example, surge support might require the individual to be in the office five days per week).

Day-to-Day Responsibilities:

• Monitor, analyze, and report SLA, SLO, and KPI performance metrics to senior leadership.
• Identify trends, root causes, and risks that may impact SLA and SLO targets and recommend corrective actions.
• Validate reported metrics and resolve calculation or reporting discrepancies with reporting teams and SLA or SLO owners.
• Develop and maintain strategic improvement plans for underperforming SLAs and SLOs.
• Collaborate with technical and business teams to drive continuous service improvements.
• Coordinate with Peraton and government leadership on performance issues, corrective actions, and SLA strategy.
• Serve as the liaison between technical teams, reporting teams, and customer stakeholders, including FEDSIM.
• Test and validate new or modified reports and dashboards to ensure data integrity.
• Provide requirements and guidance for report and dashboard development.
• Deliver customized training and documentation to support SLA and SLO management processes and achievement of service targets.
• Support future SLA, SLO and KPI development by analyzing customer priorities and historical performance data.
• Host and manage biannual SLA Workshop meetings and breakout sessions to identify updates or new SLAs, SLOs, and KPIs that align with the customer and leadership focus.
• Partner across operations, engineering, program management, asset management, and acquisition teams to support service delivery objectives.