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.
Required Qualifications
- Bachelor’s degree or an equivalent combination of education and relevant professional experience.
- Minimum of six(6) years of 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.
