Get more qualified candidates and reduce your costs with our guaranteed recruiting solutions

Talk to an expert today

CLOSED - 2486 - Senior Service Level Agreement Lead

Washington, District of Columbia
Secret

OVERVIEW:

We are seeking a Senior Service Level Agreement (SLA) Analyst  to join our team of qualified, diverse individuals.  The Senior Service Level Agreement (SLA) Analyst is a lead role and is responsible for providing expert-level program oversight and analysis for the Service Level Agreements for the program and provide support to the teams and leaders across the program. The role is responsible for reporting and analytics to identify trending that will drive continuous improvement priorities to ensure the program achieves a high level of performance (>95% of SLAs met each month). The role also is responsible for recommending continuous improvement actions for the SLA owners and monitoring/driving the corrective action plan(s) to completion. Data analysis is a big component of this role so a strong understanding of the ITIL areas (Incident, Request, Change, Configuration and Problem Management) are key for success, as is experience working in a ServiceNow tool. Although a separate reporting team will support this role, the ability to create ad hoc reports will be necessary utilizing data output from ServiceNow into Microsoft Excel or other tools. The role is also responsible for strategic planning of future modifications to the SLA plan that is reviewed and update each 6-month period with the government customer.

  • This role will be interacting with technical leads across the program so a solid understanding of IT management is required. Consulting technical leads such as Database, Infrastructure, Network, Application Support and Security will require a basic understanding of each area to be effective.
  • The role will require developing, monitoring, driving and reporting on corrective action plans when service level agreement performance is not at an acceptable level, including reporting to senior government leadership.
  • The role is responsible for creating documents and presentations such as: 1) SLA Reporting Standard Operating Procedures (SOP), job aides (Tips and Hints), the contractual SLA Definition Document, and status reporting.
  • Negotiating modifications to the Service Level Agreement Plan each 6-month period is the responsibility of this role and having data driven recommendations is vital.
  • Program Risk management is a potential additional responsibility of the person in this role so experience with Program and Project risk management a plus.

GENERAL DUTIES:

  • Verify and report the weekly, monthly, quarterly and semi-annual SLA Results to the government senior leadership
  • Perform data analytics on SLA and other metrics to identify any potential negative trending of SLA metrics before SLA targets are missed and the root cause
  • Identify any reported metrics that may have reporting and calculation errors and work with the reporting team and the SLA owners to research and identify any reporting issues if they exist.
  • Recommend corrective actions to SLA owners and reporting teams, when needed
  • Consult with technical and business teams to develop continuous improvement plans for negative trending SLAs, as needed
  • Coordinate/communicate with all levels of leadership within the government on performance, corrective actions, and strategic planning of SLA management
  • Liaison between technical and business teams and the government customer (including FEDSIM).
  • Testing any new or modified SLA reporting to ensure integrity of the data
  • Provide requirements and guidance to the reporting teams in the development/modifications of reports and dashboards
  • Create and/or deliver customized training to team members on the SLA Plan and Tips and Hints to achieving SLA targets.
  • Develop the strategic plan for future SLAs by understanding the customer’s mission and priorities as well as past SLA performance of the team
  • Work in a cross-team organization to support all operations, engineering, program management, asset and acquisition teams in the area of Service Level Agreements.
  • Please note that this position has 1st shift

REQUIRED QUALIFICATIONS:

  • BS degree and 12-15 years experience or MS degree and 10-13 years experience or PHD and 10 years experience.
  • A minimum of two years of experience leading and/or supporting an IT service delivery organization’s SLA management plan
  • A minimum of two years of experience working with Microsoft Excel to develop and maintain reports
  • A minimum of two years analyzing data to identify potential issues cause of missed SLAs at the program/team level and make recommendations to program teams
  • Understands the entire Incident Lifecycle Management cycle
  • Experience interacting with technical teams to develop corrective action plans and update strategic SLA plans
  • Experience testing reports and dashboards
  • Ability to provide requirements and guidance to reporting teams in the development of reports and dashboards
  • Ability to interact with senior leadership on both the team and government side
  • Ability to develop contractual documents, job aides, SOPs, corrective action plans, presentations, and status reports

DESIRED QUALIFICATIONS:

  • Possesses an ITIL v4 Intermediate Level Certification (or higher)
  • Possess a Program Management Professional (PMP)
  • Previous management experience
  • One year or more of experience working with ServiceNow IT Service Management Incident Management module
  • Experience working with one or more of the following ServiceNow IT Service Management modules (Configuration Management/CMDB, Service Request Management, Problem Management)
  • One year or more of experience working with the ServiceNow SLA module
  • Exposure to ServiceNow Dashboards for SLA reporting
  • Award Fee contract experience
  • Federal government segment experience

CLEARANCE:

  • Secret minimum