SLA & Service Performance Analyst (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

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.