Contract to Hire role
Location: Hybrid- 2 Onsite days/per week + every other Friday in Albany, NY
Office Location: Albany, NY
Must be our W2 while consulting
OVERVIEW:
The Service Level Agreement (SLA) Analyst supports the development, implementation, validation, monitoring, and continuous improvement of Service Level Agreements (SLAs) across a large-scale, complex program within the Program Management Office (PMO).
- The SLA Analyst serves as a central point of coordination for new, existing, and revised SLAs.
- The role partners with functional teams to translate contractual, business, and operational expectations into clearly defined, measurable, and reportable performance requirements.
- The SLA Analyst combines project coordination, meeting facilitation, business analysis, data validation, and performance reporting. This role is particularly important for SLAs involving complex business or technical processes.
Key Responsibilities:
The SLA Analyst partners with functional teams to:
- Define and document SLA measurement methodologies, including data sources, calculations, measurement periods, exclusions, dependencies, and reporting requirements.
- Assess whether proposed SLA requirements can be reliably measured using available systems and data, and identify changes needed to support accurate and consistent measurement.
- Develop and maintain implementation plans that define requirements, milestones, dependencies, validation activities, ownership, and readiness criteria.
- Coordinate with functional teams and stakeholders to support SLA implementation, validation, monitoring, and ongoing performance analysis.
- Facilitate meetings and working sessions related to SLA development, implementation, validation, and performance.
- Validate data, calculations, metrics, reports, and system-generated results to support accurate SLA measurement and reporting.
- Support the identification and resolution of issues that may affect SLA measurement, reporting, or performance.
- Contribute to continuous improvement of SLA processes, measurement methodologies, reporting, and operational practices.
REQUIREMENTS:
- 6+ years of relevant professional experience.
- Bachelor’s degree or an equivalent combination of education and relevant professional experience.
- Experience in project coordination, project management, quality assurance, data analysis, or a related discipline.
- Experience developing, implementing, managing, or reporting Service Level Agreements (SLAs).
- Demonstrated ability to build effective working relationships with key stakeholders and support functional teams in developing business requirements, operational processes, technical implementations, data validation, and performance analysis.
- Experience validating data, calculations, metrics, reports, or system-generated results.
- Strong organizational skills, with the ability to manage multiple concurrent initiatives and priorities.
- Strong analytical, problem-solving, and attention-to-detail skills.
- Strong written and verbal communication skills, with the ability to communicate effectively with technical, business, operational, and leadership stakeholders.
- Proficiency with Microsoft Excel and data analysis or reporting tools.
Preferred Qualifications:
- Experience with Key Performance Indicators (KPIs), Objectives and Key Results (OKRs), or other performance measurement methodologies.
- Experience with Splunk or similar monitoring, analytics, or reporting platforms.
- Experience developing business requirements, business rules, process flows, or procedures.
- Experience working within a large-scale, multi-team application or operational environment.
- Experience working in healthcare, Medicaid, Health Insurance Exchange, or other highly regulated programs.
- Experience supporting continuous improvement initiatives related to performance measurement, reporting, or operational processes.