SLA Ticket Auditor

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

The job duties of the SLA Ticket auditor are as follows:

• Gather, process, and analyze data into information and information into knowledge to support operations and business decisions
• Use enterprise monitoring and reporting tools to identify trends and opportunities for improvements in IT service processes and workflow
• Interacts with other service providers to ensure that operational level agreements are in place to ensure end-to-end service delivery in accordance with the service level targets
• Work with the service delivery organization and service managers to manage performance against service level targets
• Participating in service level reviews; supports root cause analysis of customer issues and SLA impacting events
• Developing and implementing data gathering, analysis, and reporting capabilities.
• Collaborating with the service managers and the design and engineering and tools teams to collect and process relevant metrics to support service level management and process improvement activities.
• Preparing periodic reports to communicate outcomes of analytic activities.
• Performing analytics on discrepancies and issues and performing root cause analysis.
• Identifying people, process, and technology opportunities for efficiency and cost reductions.
• Validate and/or correct pended tickets
• Validate and/or correct cancelled tickets
• Validate and/or correct combined tickets
• Validate and/or correct FSMs
• Validate and/or correct Service/Items (SIs), assignment groups, SLAOs, and tasking