Service Performance / SLA Analyst - Journeyman

Overview

DecisionPoint seeks a Journeyman Service Performance / SLA Analyst to lead performance measurement, service-level governance, operational analytics, and performance reporting for the USMEPCOM ENLIST program. This role develops and maintains key performance indicators, Service Level Agreements, and Service Level Objectives while analyzing service data to identify trends, risks, recurring issues, and opportunities for improvement. 

The Service Performance / SLA Analyst will support the ITSM Plan and Service Management System by producing accurate, actionable insights for service owners, process owners, program leadership, and Government stakeholders. The successful candidate will also coordinate Daily System Status reporting and help ensure that performance measures provide meaningful visibility into service availability, quality, efficiency, and user impact. 

This position is remote, with preference given to candidates located in or near Chicago. 

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid. 

Duties & Responsibilities

The Service Performance / SLA Analyst will: 

• 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. 

Qualifications

Required Qualifications 

• 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. 

Preferred Qualifications 

• 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. 

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.