SLA Metrics & Service Delivery Analyst

Mission First Inc.; Maryland; On-site; USD 60,000 - 80,000; Full time

Job summary

A service management company located in Maryland is seeking an SLA Ticket Auditor to analyze and gather data supporting operations and improve service delivery. The role includes managing performance against service level targets and collaborating with teams to enhance metrics and reporting capabilities. Candidates must be skilled in data analysis and problem resolution. This position offers a chance to influence operational efficiencies and cost reductions.

Responsibilities

• Gather, process, and analyze data to support operations and business decisions.
• Use monitoring tools to identify trends in IT service processes.
• Interact with service providers for operational level agreements.
• Manage performance against service level targets.
• Participate in service level reviews and support root cause analysis.
• Develop and implement data gathering and reporting capabilities.
• Collaborate with teams to collect metrics for service level management.
• Prepare reports to communicate outcomes of analytics.
• Perform analytics on discrepancies and issues.
• Identify opportunities for efficiency and cost reductions.

Job description

A service management company located in Maryland is seeking an SLA Ticket Auditor to analyze and gather data supporting operations and improve service delivery. The role includes managing performance against service level targets and collaborating with teams to enhance metrics and reporting capabilities. Candidates must be skilled in data analysis and problem resolution. This position offers a chance to influence operational efficiencies and cost reductions.