Responsibilities for this Position
Location: Any Location / Remote
Full Part/Time: Full time
Job Req: RQ97086
Type of Requisition:
Clearance Level Must Currently Possess:
Clearance Level Must Be Able to Obtain:
Public Trust/Other Required:
Business Process Analysis
The GDIT National Assistance Center is seeking an SLA and Performance analyst to join our team in support of a customer contact center. The candidate, under general supervision, carries out procedures to ensure that all information systems products and services meet minimum organization standards and end-user requirements.
Monitor and report on Service Level Agreements (SLA)
Work with GDIT Leadership and collaborate with customer to finalize quality metrics that will allow us to proactively assess performance and maintain acceptable quality levels for all deliverables.
Documents and works to resolve all problems. Reports progress on problem resolution to management.
Devises improvements to current procedures and develops models of possible future configurations.
Performs workflow analysis and recommends quality improvements
Monitor and report on performance measurements and metrics
Track deliverables and manage deliverable peer review process
Document and report quality and performance data
Facilitate and conduct causal and trend analyses on performance issues
Monitor process compliance and customer issues and track corrective actions to closure
Escalate action and performance problems to PM and COR
Escalate unresolved issues to the PM
Certify that deliverable products fulfill contractual requirements and meet GDIT standards for quality
Help to facilitate financial monitoring as it relates to operational efficiencies
Provide written and oral justification for calculation methods and results.
BA or equivalent experience + 2 yrs related experience, or
SLA Management and Reporting Experience
Advanced Excel skills
Experience using ServiceNow reporting
Experience using inContact reporting
The likely salary range for this position is $92,000 - $138,000, this is not, however, a guarantee of compensation or salary; rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Scheduled Weekly Hours:
Any Location / Remote
Additional Work Locations:
Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.