Location: Albany, NY
Security Clearance: None
Job Type: Full-Time
Target Salary Range*:$70,000 - $80,000
*This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary
Position Overview:
The SLA & Performance Analyst is responsible for supporting the development, implementation, validation, monitoring, and continuous improvement of Service Level Agreements (SLAs) across a large-scale, complex program.
Key Responsibilities:
- SLA Development & Implementation
- Coordinate the end-to-end development and implementation of new and revised SLAs.
- Partner with business, technical, operational, quality, and reporting teams to define SLA requirements, performance measures, thresholds, business rules, and reporting expectations.
- Translate contractual, business, and operational requirements into clearly defined and measurable SLA criteria.
- Assess whether proposed SLA requirements can be reliably measured using available systems and data.
- Define and document SLA calculation methodologies, data sources, measurement periods, exclusions, dependencies, and reporting requirements.
- Coordinate activities and dependencies across teams responsible for implementing or modifying SLA measurements.
- Develop and maintain implementation plans for new or revised SLAs, including requirements, milestones, dependencies, validation activities, and readiness criteria.
- Facilitate cross-functional working sessions to resolve requirements, measurement, process, ownership, and implementation issues.
- Maintain documentation and traceability for SLA definitions, methodologies, changes, approvals, and implementation decisions.
Qualifications:
Education:
Experience:
- Analyze complex business and technical processes and translate requirements into measurable outcomes
- Develop requirements, business rules, process flows, procedures, or measurement methodologies
- Validate data, calculations, metrics, reports, or system-generated results
- Strong analytical and problem-solving skills and attention to detail
- Coordinate activities and dependencies across business and technical teams
- Manage multiple concurrent initiatives and priorities
- Written and verbal communication across technical, business, operational and leadership stakeholders
- Proficiency with Microsoft Excel and data analysis or reporting tools
Preferred Qualifications:
- SLA, KPI or other performance measure development, implementation, management or reporting
- Splunk or similar monitoring, analytics or reporting platforms
- Data validation, reconciliation and automated performance reporting
- Business process analysis and process improvement
- Application development, testing, production operations or technology delivery
- Large-scale, multi-team application or operational environment
- Contractual or externally reported performance measures
- Healthcare, Medicaid, Health Insurance Exchange or other highly regulated programs