SLA/Business Analyst

The Amatriot Group; City of Rensselaer (NY); On-site; USD 70,000 - 80,000; Full time

Job summary

The Amatriot Group seeks an SLA & Performance Analyst to support the development, validation, monitoring, and continuous improvement of SLAs across a large-scale program. You will partner with business, technical, operational, and reporting teams to define requirements, performance measures, and reporting expectations.

Responsibilities include translating requirements into measurable SLA criteria, developing calculation methodologies, validating data sources, and coordinating cross-team

Qualifications

• Analyze complex business and technical processes and translate requirements into measurable outcomes.
• Develop requirements, business rules, process flows, procedures, or measurement methodologies.
• Validate data, calculations, metrics, reports, or system-generated results.
• Strong analytical and problem-solving skills and attention to detail.
• Coordinate activities across business and technical teams.
• Manage multiple concurrent initiatives and priorities.
• Written and verbal communication across stakeholders.
• Proficiency with Excel and data analysis or reporting tools.

Responsibilities

• SLA Development & Implementation.
• Coordinate end-to-end development and implementation of new and revised SLAs.
• Partner with business, technical, operational, quality, and reporting teams to define SLA requirements, performance measures, thresholds, business rules, and reporting expectations.
• Translate contractual, business, and operational requirements into clearly defined and measurable SLA criteria.
• Assess whether proposed SLA requirements can be reliably measured using available systems and data.
• Define and document SLA calculation methodologies, data sources, measurement periods, exclusions, dependencies, and reporting requirements.
• Coordinate activities and dependencies across teams responsible for implementing or modifying SLA measurements.
• Develop and maintain implementation plans for new or revised SLAs, including requirements, milestones, dependencies, validation activities, and readiness criteria.
• Facilitate cross-functional working sessions to resolve requirements, measurement, process, ownership, and implementation issues.
• Maintain documentation and traceability for SLA definitions, methodologies, changes, approvals, and implementation decisions.],
• CoT_job_summary_short
• COMPANY NAME: The Amatriot GroupKEY POINTS: SLA development, cross-functional collaboration, data-driven measurement
• job_summary_short":"<p>The Amatriot Group is seeking a motivated SLA &amp; Performance Analyst to help develop, validate, monitor, and continuously improve SLAs across a large-scale program. You will work with business, technical, operational, quality, and reporting teams to define requirements and measurable criteria.</p><p>Responsibilities include creating calculation methodologies, validating data sources, and coordinating implementation plans with multiple teams. Albany, NY-based full-time role offering a strong analytics focus and ongoing process improvement."
• contract_type_upd
• fulltime
• location_type_upd
• on site
• remote_scope_upd
• null
• perks_upd
• []
• stated_min":70000
• stated_max":80000,
• stated_absolute":null,
• salary_estimation_cot
• The Amatriot Group salary range for an SLA &amp; Performance Analyst in Albany, NY is $70,000-$80,000 yearly based on education and experience.
• estimated_low":70000,

Skills

Analytical skills

Attention to detail

Excel proficiency

Data analysis tools

Communication

Education

Bachelor's Degree

Tools

Splunk

Job description

This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary.

Location: Albany, NY

Security Clearance: None

Job Type: Full-Time

Target Salary Range*: $70,000 - $80,000

This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary.

Position Overview

The SLA & Performance Analyst is responsible for supporting the development, implementation, validation, monitoring, and continuous improvement of Service Level Agreements (SLAs) across a large-scale, complex program.

Key Responsibilities

• SLA Development & Implementation
• Coordinate the end-to-end development and implementation of new and revised SLAs.
• Partner with business, technical, operational, quality, and reporting teams to define SLA requirements, performance measures, thresholds, business rules, and reporting expectations.
• Translate contractual, business, and operational requirements into clearly defined and measurable SLA criteria.
• Assess whether proposed SLA requirements can be reliably measured using available systems and data.
• Define and document SLA calculation methodologies, data sources, measurement periods, exclusions, dependencies, and reporting requirements.
• Coordinate activities and dependencies across teams responsible for implementing or modifying SLA measurements.
• Develop and maintain implementation plans for new or revised SLAs, including requirements, milestones, dependencies, validation activities, and readiness criteria.
• Facilitate cross-functional working sessions to resolve requirements, measurement, process, ownership, and implementation issues.
• Maintain documentation and traceability for SLA definitions, methodologies, changes, approvals, and implementation decisions.

Qualifications

Education

• Bachelors Degree

Experience

• Analyze complex business and technical processes and translate requirements into measurable outcomes
• Develop requirements, business rules, process flows, procedures, or measurement methodologies
• Validate data, calculations, metrics, reports, or system-generated results
• Strong analytical and problem-solving skills and attention to detail
• Coordinate activities and dependencies across business and technical teams
• Manage multiple concurrent initiatives and priorities
• Written and verbal communication across technical, business, operational and leadership stakeholders
• Proficiency with Microsoft Excel and data analysis or reporting tools

Preferred Qualifications

• SLA, KPI or other performance measure development, implementation, management or reporting
• Splunk or similar monitoring, analytics or reporting platforms
• Data validation, reconciliation and automated performance reporting
• Business process analysis and process improvement
• Application development, testing, production operations or technology delivery
• Large-scale, multi-team application or operational environment
• Contractual or externally reported performance measures
• Healthcare, Medicaid, Health Insurance Exchange or other highly regulated programs