About this Hybrid SLA Analyst - Albany, NY role at MKS2 Technologies
MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our “Mission First” orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2.
Albany, NY - On-site - hybrid schedule
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Define and document SLA measurement methodologies, including data sources, calculations, measurement periods, exclusions, dependencies, and reporting requirements.
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Assess whether proposed SLA requirements can be reliably measured using available systems and data, and identify changes needed to support accurate and consistent measurement.
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Develop and maintain implementation plans that define requirements, milestones, dependencies, validation activities, ownership, and readiness criteria.
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Coordinate with functional teams and stakeholders to support SLA implementation, validation, monitoring, and ongoing performance analysis.
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Facilitate meetings and working sessions related to SLA development, implementation, validation, and performance.
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Validate data, calculations, metrics, reports, and system-generated results to support accurate SLA measurement and reporting.
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Support the identification and resolution of issues that may affect SLA measurement, reporting, or performance.
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Contribute to continuous improvement of SLA processes, measurement methodologies, reporting, and operational practices.
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Bachelor’s degree or an equivalent combination of education and relevant professional experience.
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Minimum of six(6) years of relevant professional experience.
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Experience in project coordination, project management, quality assurance, data analysis, or a related discipline.
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Experience developing, implementing, managing, or reporting Service Level Agreements (SLAs).
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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.
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Experience validating data, calculations, metrics, reports, or system-generated results.
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Strong organizational skills, with the ability to manage multiple concurrent initiatives and priorities.
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Strong analytical, problem-solving, and attention-to-detail skills.
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Strong written and verbal communication skills, with the ability to communicate effectively with technical, business, operational, and leadership stakeholders.
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Proficiency with Microsoft Excel and data analysis or reporting tools.
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Experience with Key Performance Indicators (KPIs), Objectives and Key Results (OKRs), or other performance measurement methodologies.
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Experience with Splunk or similar monitoring, analytics, or reporting platforms.
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Experience developing business requirements, business rules, process flows, or procedures.
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Experience working within a large-scale, multi-team application or operational environment.
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Experience working in healthcare, Medicaid, Health Insurance Exchange, or other highly regulated programs.
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Experience supporting continuous improvement initiatives related to performance measurement, reporting, or operational processes.
Diversity creates a healthier atmosphere: MKS2 Technologies is proud to be an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
