at General Dynamics Information Technology in Jacksonville, Arkansas, United States
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: None
Job Family: 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
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.