服务级别协议（SLA）专员
Service Level Agreement (SLA) Specialist
职责
Peraton 正在寻找一名服务级别协议（SLA）专家加入我们团队，与我们合格且多元化的员工一起，在国务院（DOS）外交技术局（DT）领事事务企业基础设施运营（CAEIO）项目中工作。CAEIO 为现代化的遗留网络、应用程序和数据库提供信息技术运营和维护，这些系统在全球范围内支持领事申请和服务。
SLA 专家负责通过监控和分析 SLA、SLO（服务级别目标）和 KPI（关键绩效指标）指标，确保一致的服务交付性能，识别趋势和根本原因，验证数据准确性，并推动纠正措施。该专家与技术团队、报告团队、项目领导和政府利益相关者合作，以支持事件、变更、配置和问题管理流程。
核心工作时间：东部时间上午 8:00 至下午 5:00（灵活），周一至周五。
工作地点：该职位为完全远程；但候选人必须居住在华盛顿特区都会区（DMV），以适应偶尔的现场会议、培训或客户支持活动，地点在华盛顿特区的客户处或 Peraton 在弗吉尼亚州斯特林的办公室。顾问在华盛顿特区或弗吉尼亚州斯特林办公的天数可能根据政府/项目要求而变化（例如，突发支持可能需要每周五天在办公室）。
日常职责：
- 监控、分析并报告 SLA、SLO 和 KPI 绩效指标，向高级管理层汇报。
- 识别可能影响 SLA 和 SLO 目标的趋势、根本原因和风险，并建议纠正措施。
- 验证报告的指标，并与报告团队和 SLA/SLO 负责人解决计算或报告差异。
- 制定并维护表现不佳的 SLA 和 SLO 的战略改进计划。
- 与技术和业务团队合作，推动持续的服务改进。
- 与 Peraton 和政府领导协调绩效问题、纠正措施和 SLA 策略。
- 作为技术团队、报告团队和客户利益相关者之间的联络人，包括 FEDSIM。
- 测试和验证新或修改后的报告和仪表板，以确保数据完整性。
- 提供报告和仪表板开发的需求和指导。
- 提供定制的培训和文档。
查看英文原文
Responsibilities
Peraton is seeking a Service Level Agreement (SLA) Specialist to join our team of qualified and diverse individuals on our Department of State (DOS) Bureau of Diplomatic Technology (DT) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. CAEIO provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting consular applications and services globally.
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; however, candidates must reside in the Washington, DC Metropolitan Area (DMV) to accommodate occasional onsite meetings, training, or customer support activities at the Washington, DC, customer location or the Peraton office in Sterling, VA. The number of days the consultant works on-site in Washington, DC, or Sterling, VA, is subject to change based on government/program requirements (for example, surge support might require the individual to be in the office five days per week).
Day-to-Day 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 Peraton 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 8 years of experience or a Masters degree and 6 years of experience or an Associate’s degree and 10 years of experience or a High School Diploma/Equivalent and 12 years of experience.
- U.S. citizenship and an active SECRET Government Security Clearance.
- Minimum of two years of 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).
- Minimum of two years of 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.
Desired Qualifications:
- ITIL v4 Intermediate certification or higher.
- Project Management Professional (PMP) certification.
- Previous program management experience.
- 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.
Peraton Overview
Peraton 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. Peraton 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 peraton.com to learn how we’re keeping people around the world safe and secure.
Target Salary Range
$104,000 - $166,000. 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.EEO
EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.Originally posted on Himalayas