Service Level Agreement (SLA) Specialist

[Employer] Overview

[Employer] is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. [Employer] operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit [Employer].com to learn how we’re keeping people around the world safe and secure.

Responsibilities

[Employer] is seeking a Service Level Agreement (SLA) Specialist to join our team of qualified and diverse individuals on our TSA IMPACT program.

The SLA Specialist is responsible for ensuring consistent service delivery performance through monitoring and analysis of SLA, SLO (Service Level Objective) and KPI (Key Performance Indicator) metrics, identifying trends and root causes, validating data accuracy, and driving corrective actions. The Specialist partners with technical teams, reporting teams, program leadership, and government stakeholders to support incident, change, configuration, and problem management processes.

Core Work Schedule: 8:00 AM ET - 5:00 PM ET (flexible), Monday - Friday.

Work Location: This position is fully remote.

Day to Day Roles and Responsibilities:

• Monitor, analyze, and report SLA, SLO, and KPI performance metrics to senior leadership.

• Identify trends, root causes, and risks that may impact SLA and SLO targets and recommend corrective actions.

• Validate reported metrics and resolve calculation or reporting discrepancies with reporting teams and SLA or 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 [Employer] and government leadership on performance issues, corrective actions, and SLA strategy.

• Serve as the 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 to support SLA and SLO management processes and achievement of 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 that align with the customer and leadership focus.

• Partner across operations, engineering, program management, asset management, and acquisition teams to support service delivery objectives.

Qualifications

Basic Qualifications:

• Bachelor’s degree and 5 years of experience or a Masters 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 and with an 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.

Preferred Qualifications:

• ITIL v4 Foundations certification or higher.

• Two or more years of experience with ServiceNow IT Service Management Incident Management.

• Experience with one or more ServiceNow modules, including:

• Configuration Management Database (CMDB)

• Service Request Management

• Problem Management

• Experience with the ServiceNow SLA module.

• Experience developing reports/data visualizations and dashboards within ServiceNow.

• Award fee contract experience.

• Federal government program experience.

• Experience with data analysis and visualization tools such as Grafana, Power BI, and Tableau.

Target Salary Range

$86,000 - $138,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.Benefits Statement

[Employer] offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at

Application Statements

The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity. Use of artificial intelligence (AI) tools of any kind during [Employer] interviews is strictly prohibited unless the candidate has obtained prior written authorization. All interview responses must be the candidate’s own.EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.Originally posted on [Employer]

Timezone: UTC-10 to UTC+14.