Service Level Specialist

Avalore.ai; Arlington (VA); On-site; USD 67,000 - 117,000; Full time

Benefits offered by this job

Health care plan

Retirement plan (401k)

Life Insurance

Paid Time Off

Short Term Disability

Long Term Disability

Training & Development

Employee Assistance Program

Salary determined by location and role

Salary estimates: $67,000 - $117,000

Job summary

Avalore.ai, in Arlington, VA, is seeking a Service Level Specialist to design, maintain, and report on SLAs that meet customer commitments. This role will track performance, analyze data, address breaches with technical teams, and conduct regular reviews with customers to discuss SLA performance.

You will develop SLA measurement and reporting processes and stay current with industry standards, enabling continuous service improvement across multiple levels.

Qualifications

• Bachelor's degree required.
• SECRET security clearance required.
• US work authorization without visa sponsorship.
• Excellent communication and self-motivation.
• Proficiency in English.

Responsibilities

• Design, maintain, and report on SLAs to meet customer commitments.
• Track performance and suggest service delivery improvements.
• Establish and monitor SLAs with stakeholders.
• Develop SLA measurement and reporting processes.
• Analyze SLA data to identify trends and issues.
• Work with technical teams to address breaches.
• Conduct regular service reviews with customers.
• Create service improvement plans based on feedback.
• Coordinate with service catalog to reflect SLAs.
• Stay current with industry standards in service level management.

Skills

Clear communication

Self-starter mindset

English proficiency

Analytical thinking

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

The Service Level Specialist will design, maintain, and report on Service Level Agreements (SLAs) to meet customer commitments. This person will track performance and recommend service delivery improvements. This person will establish and monitor SLAs, working with stakeholders to define appropriate service levels. This person will develop and implement SLA measurement and reporting processes. This person will regularly analyze SLA performance data, identifying trends and areas for improvement. This person will work with technical teams to address service level breaches and implement corrective actions. This person will conduct regular service reviews with customers, presenting SLA performance and discussing any issues or concerns. This person will develop and maintain service improvement plans based on SLA performance and customer feedback. This person will collaborate with the service catalog manager to ensure SLAs are accurately reflected in the service catalog. This person will stay informed about industry standards and best practices in service level management.

Requirements

• SECRET Security Clearance Required
• We are actively seeking multiple levels:
  • Junior: 0 - 3 years of experience + Bachelor's Degree
  • Journeyman: 4 - 7 years of experience + Bachelor's Degree
  • Senior: 8+ years of experience + Bachelor's Degree
• Good communication skills, self-starter mindset
• Professional proficiency in English is required
• Demonstrated proficiency in using all Microsoft Office applications
• Applicants must be currently authorized to work in the United States on a full-time basis. Avalore will not sponsor applicants for work visas for this position

Work Environment

• Moderate noise (i.e. business office with computers, phone and printers) and /or occasional Loud noise (airfield, large equipment).
• Ability to sit at a computer terminal for an extended period of time.

Physical Demands

• While performing the responsibilities of the job, the employee is required to sit, stand, talk, and hear.
• Employee is often required to sit and use their hands and fingers to operate a computer.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel

• Up to 10%/ Occasional travel.

Avalore will provide reasonable accommodations to applicants who are unable to utilize our online application system due to a disability. Please send your request to [e-mail].

Avalore is an Equal Opportunity Employer - We not discriminate based on age, race, national or ethnic origin, gender, veterans status, disability, sexual orientation, gender identity or any other legally protected class. Applicants have rights under Federal Employment Laws.

Benefits

• Employer Contributions to Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA) with a generous matching program
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Employee Assistance Program
• Salary at Avalore is determined by various factors, including but not limited to location, the individual's particular combinaition of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements
• Salary estimates for this job range from $67,000 - $117,000