Service Performance / SLA Analyst (Journeyman)

DecisionPoint | Cortek; Stati Uniti; Remoto; USD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

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

Competenze

• 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.

Mansioni

• 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.

Conoscenze

KPI management

SLA management

SLO management

ITSM

Operational analytics

Business intelligence

Data analysis

Formazione

Bachelor's degree

Descrizione del lavoro

Overview

DecisionPoint seeks a Journeyman Service Performance / SLA Analyst to lead performance measurement, service-level governance, operational analytics, and performance reporting for the USMEPCOM ENLIST program. This role develops and maintains key performance indicators, Service Level Agreements, and Service Level Objectives while analyzing service data to identify trends, risks, recurring issues, and opportunities for improvement.

The Service Performance / SLA Analyst will support the ITSM Plan and Service Management System by producing accurate, actionable insights for service owners, process owners, program leadership, and Government stakeholders. The successful candidate will also coordinate Daily System Status reporting and help ensure that performance measures provide meaningful visibility into service availability, quality, efficiency, and user impact.

This position is remote, with preference given to candidates located in or near Chicago.

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Duties & Responsibilities

• The Service Performance / SLA Analyst will:
• Develop, document, maintain, and govern program key performance indicators, Service Level Agreements, Service Level Objectives, and related performance measures.
• Define measurement formulas, data sources, collection methods, thresholds, targets, reporting frequencies, owners, and escalation criteria.
• Coordinate with service owners, process owners, technical teams, and Government stakeholders to establish meaningful and measurable service-performance expectations.
• Collect, validate, reconcile, and analyze service-performance data from multiple systems, teams, and operational sources.
• Develop dashboards, scorecards, reports, visualizations, and executive summaries showing service health and performance.
• Monitor SLA/SLO compliance and identify actual or projected breaches, adverse trends, recurring issues, and data-quality concerns.
• Conduct trend, variance, root-cause, correlation, and comparative analyses to explain performance results.
• Provide actionable insights and recommendations to improve service quality, reliability, efficiency, availability, and user experience.
• Coordinate preparation and quality review of Daily System Status Reports.
• Consolidate information regarding system performance, upcoming events, maintenance activities, outages, and conditions that may affect user access to services.
• Verify that Daily System Status Reports are accurate, complete, timely, and supported by available operational data.
• Analyze incident, problem, change, request, event, availability, capacity, maintenance, and service-desk data.
• Establish performance baselines and monitor improvement against approved targets and corrective-action plans.
• Support service reviews, process-owner meetings, project status meetings, Program Management Reviews, and Government briefings.
• Provide service-performance information for Monthly Status Reports, ITSM Plan updates, continual-improvement plans, and other program deliverables.
• Track performance-improvement actions, responsible owners, milestones, expected benefits, status, and completion evidence.
• Validate whether completed improvement actions produce the intended performance results.
• Identify measurement gaps, inconsistent definitions, unreliable data sources, manual reporting risks, and automation opportunities.
• Develop and maintain performance-measurement procedures, data dictionaries, metric catalogs, report specifications, and quality-control checks.
• Support configuration and enhancement of ServiceNow, dashboard, analytics, and reporting capabilities.
• Partner with quality personnel to verify performance data, investigate systemic issues, and support corrective actions.
• Maintain performance records, analytical work products, reporting histories, metric approvals, and audit trails.
• Protect sensitive Government, program, operational, performance, and personnel information.

Qualifications

Required Qualifications

• Active Secret clearance or higher.
• Bachelor's degree in Information Systems, Business Analytics, Statistics, Information Technology, or a related field.
• Minimum of 5 years of relevant professional experience.

Preferred Qualifications

• Experience in service-performance analysis, IT service management, SLA management, operational analytics, systems analysis, business intelligence, or a related discipline.
• Experience supporting Department of Defense, federal civilian, or other Government programs.
• Experience developing, documenting, measuring, and reporting KPIs, SLAs, SLOs, and operational-performance measures.
• Experience defining performance formulas, thresholds, targets, data sources, reporting frequencies, and escalation criteria.
• Experience collecting and reconciling performance data from multiple systems or technical teams.
• Experience conducting trend, variance, root-cause,