Service Level Agreement Specialist

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $86k - $138k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 1 day.
• Jobs at this company usually fill in 21 days.

Apply Now

Check your resume score

Customize resume + cover letter

Find Similar Remote Jobs

☆ Save☑️ Mark as applied❌ Hide

Report problem

Peraton

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Peraton is a mission-focused enterprise that supports national security initiatives through advanced IT and cyber services. They provide capabilities in areas such as cyber defense, cloud operations, engineering, and intelligence. With a commitment to solving complex challenges, Peraton integrates data-driven technologies to ensure mission success for their military and government clients.

📋 Description

• 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

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume