Service Performance, SLA Analyst – Journeyman

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🌽 Illinois – Remote

🌽 Illinois – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 25%

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DecisionPoint Corporation

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🎖️ Defense

💼 Consulting

📦 Logistics

Defense • Consulting • Logistics

DecisionPoint Corporation is a Service Disabled Veteran Owned Small Business specializing in IT modernization and digital transformation for government agencies. They provide comprehensive services including cybersecurity, health IT, and intelligent automation solutions, aimed at improving operational efficiency and effectiveness while ensuring secure cloud migration. Their Centers of Excellence approach drives mission success by addressing the most pressing challenges faced by government entities through innovative technology and expert support.

📋 Description

• Develop, document, maintain, and govern program key performance indicators, Service Level Agreements, Service Level Objectives, and related performance measures • Define measurement formulas, data sources, collection methods, thresholds, targets, reporting frequencies, owners, and escalation criteria • Coordinate with service owners, process owners, technical teams, and Government stakeholders to establish measurable service-performance expectations • Collect, validate, reconcile, and analyze service-performance data from multiple systems, teams, and operational sources • Develop dashboards, scorecards, reports, visualizations, and executive summaries showing service health and performance • Monitor SLA/SLO compliance and identify actual or projected breaches, adverse trends, recurring issues, and data-quality concerns • Conduct trend, variance, root-cause, correlation, and comparative analyses to explain performance results • Provide actionable insights and recommendations to improve service quality, reliability, efficiency, availability, and user experience • Coordinate preparation and quality review of Daily System Status Reports • Consolidate information regarding system performance, upcoming events, maintenance activities, outages, and conditions affecting user access to services • Verify that Daily System Status Reports are accurate, complete, timely, and supported by operational data • Analyze incident, problem, change, request, event, availability, capacity, maintenance, and service-desk data • Establish performance baselines and monitor improvement against approved targets and corrective-action plans • Support service reviews, process-owner meetings, project status meetings, Program Management Reviews, and Government briefings • Provide service-performance information for Monthly Status Reports, ITSM Plan updates, continual-improvement plans, and other program deliverables • Track performance-improvement actions, owners, milestones, expected benefits, status, and completion evidence • Validate whether completed improvement actions produce intended performance results • Identify measurement gaps, inconsistent definitions, unreliable data sources, manual reporting risks, and automation opportunities • Develop and maintain performance-measurement procedures, data dictionaries, metric catalogs, report specifications, and quality-control checks • Support configuration and enhancement of ServiceNow, dashboard, analytics, and reporting capabilities • Partner with quality personnel to verify performance data, investigate systemic issues, and support corrective actions • Maintain performance records, analytical work products, reporting histories, metric approvals, and audit trails • Protect sensitive Government, program, operational, performance, and personnel information

🎯 Requirements

• Active Secret clearance or higher • Bachelor’s degree in Information Systems, Business Analytics, Statistics, Information Technology, or a related field • Minimum of 5 years of relevant professional experience • Experience in service-performance analysis, IT service management, SLA management, operational analytics, systems analysis, business intelligence, or a related discipline • Experience supporting Department of Defense, federal civilian, or other Government programs • Experience developing, documenting, measuring, and reporting KPIs, SLAs, SLOs, and operational-performance measures • Experience defining performance formulas, thresholds, targets, data sources, reporting frequencies, and escalation criteria • Experience collecting and reconciling performance data from multiple systems or technical teams • Experience conducting trend, variance, root-cause, correlation, statistical, or comparative analyses • Experience developing dashboards, scorecards, visualizations, executive summaries, and recurring performance reports • Experience identifying actual or projected SLA breaches and recommending corrective or preventive actions • Experience analyzing incident, problem, change, request, event, availability, capacity, maintenance, or service-desk data • Experience establishing performance baselines and measuring the results of improvement initiatives • Experience preparing Daily System Status Reports, service-review materials, or comparable operational reports • Experience maintaining metric catalogs, data dictionaries, reporting specifications, and performance-measurement procedures • Proficiency with Microsoft Excel, including advanced formulas, pivot tables, lookups, data validation, and analytical models • Experience with Power BI, Tableau, ServiceNow Performance Analytics, SQL, SharePoint, or comparable analytics and reporting tools • Familiarity with ITIL Version 5 or ITIL 4 service-level, measurement and reporting, continual-improvement, incident, problem, availability, and capacity-management practices • ITIL Foundation, Microsoft Power BI Data Analyst, Tableau, Lean Six Sigma, or a comparable analytics, service-management, or process-improvement certification • Familiarity with Agile, Scrum, DevSecOps, site reliability engineering, or hybrid service-delivery environments • Strong quantitative, analytical, problem-solving, and data-visualization abilities • Excellent written, verbal, presentation, and stakeholder-communication skills • Strong organizational, documentation, and time-management capabilities • High attention to detail and commitment to data accuracy, consistency, traceability, and reporting quality • Ability to translate complex operational data into clear insights and recommendations for technical and nontechnical audiences • Ability to manage multiple data sources, metrics, reporting cycles, deadlines, and improvement actions • Ability to work independently while maintaining accountability, discretion, and consistent follow-through

🏖️ Benefits

• Regular full-time employment • Remote work arrangement • Preference given to candidates located in or near Chicago • Opportunity to support a USMEPCOM ENLIST government program • Opportunity to participate in service reviews, project status meetings, Program Management Reviews, and Government briefings