Service Level Agreement Specialist
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Job Description
SLA Specialist monitoring and improving service metrics for Peraton’s federal TSA IMPACT program. Analyzing IT performance, dashboards, and corrective actions in a fully remote role.
Responsibilities:
- Monitor, analyze, and report SLA, SLO, and KPI performance metrics to senior leadership
- Identify trends, root causes, and risks affecting SLA and SLO targets and recommend corrective actions
- Validate reported metrics and resolve calculation or reporting discrepancies with reporting teams and SLA/SLO owners
- Develop and maintain strategic improvement plans for underperforming SLAs and SLOs
- Collaborate with technical and business teams to drive continuous service improvements
- Coordinate with Peraton and government leadership on performance issues, corrective actions, and SLA strategy
- Serve as liaison between technical teams, reporting teams, and customer stakeholders, including FEDSIM
- Test and validate new or modified reports and dashboards to ensure data integrity
- Provide requirements and guidance for report and dashboard development
- Deliver customized training and documentation supporting SLA and SLO management processes and service targets
- Support future SLA, SLO, and KPI development by analyzing customer priorities and historical performance data
- Host and manage biannual SLA Workshop meetings and breakout sessions to identify updates or new SLAs, SLOs, and KPIs
- Partner across operations, engineering, program management, asset management, and acquisition teams to support service delivery objectives
Requirements:
- Bachelor’s degree and 5 years of experience, or a Master’s degree and 3 years of experience, or an Associate’s degree and 7 years of experience, or a High School Diploma/Equivalent and 9 years of experience
- U.S. citizenship
- Active DHS EOD Public Trust
- Experience leading or supporting SLA management within an IT service delivery organization
- Minimum of two years of advanced Microsoft Excel experience for reporting and analysis, including Pivot tables and trend analysis
- Experience analyzing data to identify root causes and performance trends affecting SLA compliance
- Understanding of the ITIL Incident Lifecycle Management process
- Experience collaborating with technical teams to implement corrective actions and improve service performance
- Experience testing and validating reports and dashboards in SharePoint, ServiceNow, or other systems
- Ability to define reporting requirements and support dashboard development
- Strong communication skills with the ability to interact effectively with senior leadership and government stakeholders
- Experience developing process documentation, SOPs, corrective action plans, presentations, and status reports
- ITIL v4 Foundations certification or higher preferred
- Two or more years of experience with ServiceNow IT Service Management Incident Management preferred
- Experience with ServiceNow modules such as CMDB, Service Request Management, and Problem Management preferred
- Experience with the ServiceNow SLA module preferred
- Experience developing reports/data visualizations and dashboards within ServiceNow preferred
- Award fee contract experience preferred
- Federal government program experience preferred
- Experience with Grafana, Power BI, and Tableau preferred
Benefits:
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Health savings account
- Short-term disability
- Long-term disability
- Employee Assistance Program (EAP)
- Parental leave
- 401(k)
- Paid time off (PTO) for vacation
- Company-paid holidays
- Potential eligibility for overtime
- Potential eligibility for shift differential
- Potential eligibility for a discretionary bonus
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