[Remote] Service Performance / SLA Analyst (Journeyman)

Note: The job is a remote job and is open to candidates in USA. DecisionPoint Corporation is hiring a Journeyman Service Performance / SLA Analyst to support the USMEPCOM ENLIST program. The role leads performance measurement, service-level governance, operational analytics, and reporting, providing actionable insights to service owners, program leadership, and Government stakeholders. The position is remote, with preference for candidates in or near Chicago.

Responsibilities

• 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 meaningful and 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 that may affect user access to services
• Verify that Daily System Status Reports are accurate, complete, timely, and supported by available 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, responsible owners, milestones, expected benefits, status, and completion evidence
• Validate whether completed improvement actions produce the 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

Skills

• 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

Company Overview