Service Performance / SLA Analyst (Journeyman) (Fully Remote)

DecisionPoint Corporation; United States; Remote; USD 95,000 - 135,000; Full time

Job summary

DecisionPoint Corporation is a federal-focused professional services firm delivering performance and service management solutions. The team develops and governs performance measures, SLAs, and SLOs while analyzing data across multiple systems for trends and opportunities for improvement.

The role involves coordinating daily system status reporting, ensuring accuracy and timeliness, and leveraging ITIL 4 and agile practices.

Qualifications

• Active Secret clearance required.
• Bachelor's degree in a related field.
• Minimum 5 years of relevant professional experience.
• Preferred experience with Federal programs, ITSM, and analytics tools.

Responsibilities

• Develop, document, and govern performance measures, SLAs, and SLOs.
• Analyze service data from multiple systems to identify trends and improvement opportunities.
• Coordinate Daily System Status reporting and ensure accuracy and timeliness.

Skills

Excel

Power BI

Tableau

ServiceNow analytics

Education

Bachelor's degree

Tools

Excel

Power BI

Tableau

ServiceNow analytics

Job description

• Develop, document, and govern performance measures, SLAs, and SLOs.
• Analyze service data from multiple systems to identify trends and improvement opportunities.
• Coordinate Daily System Status reporting and ensure accuracy and timeliness.

Qualifications and Experience:

• Active Secret clearance and a bachelor's degree in a related field.
• Minimum 5 years of relevant professional experience.
• Preferred experience with Federal programs, ITSM, and analytics tools.

Tools and Skills:

• Proficiency in Excel, Power BI, Tableau, or ServiceNow analytics.
• Familiarity with ITIL 4 and agile methodologies.
• Strong analytical and communication abilities.
• Remote position with preference for candidates near Chicago.
• Support USMEPCOM ENLIST program for the Department of Defense.
• Collaborative culture with a focus on data accuracy and quality.

DecisionPoint Corporation

DecisionPoint Corporation is a professional services firm providing innovative solutions to government and commercial clients. With a focus on performance and service management, the company values its employees and fosters a collaborative culture.