SLA & Performance Analyst: Drive Service Excellence

Amatriot Group; Hampton Park (NY); On-site; USD 70,000 - 80,000; Full time

Job summary

Amatriot Group, LLC is seeking a SLA & Performance Analyst to support the development, validation, monitoring, and continuous improvement of SLAs across a large-scale program in Albany, NY. The role focuses on translating requirements into measurable SLA criteria and coordinating across business and technical teams.

The position emphasizes strong analytical skills, data validation, and the ability to manage multiple initiatives while documenting methodologies and reporting requirements for

Qualifications

• Analyze complex business and technical processes to translate requirements into measurable outcomes.
• Develop requirements, business rules, processes, or measurement methodologies.
• Validate data, calculations, metrics, or system-generated results.
• Strong analytical and problem-solving skills with attention to detail.
• Coordinate activities across business and technical teams.
• Manage multiple 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.

Job description

Amatriot Group, LLC is seeking a SLA & Performance Analyst to support the development, validation, monitoring, and continuous improvement of SLAs across a large-scale program in Albany, NY. The role focuses on translating requirements into measurable SLA criteria and coordinating across business and technical teams.

The position emphasizes strong analytical skills, data validation, and the ability to manage multiple initiatives while documenting methodologies and reporting requirements for