Service Level Agreement; SLA) Analyst

Position: Service Level Agreement (SLA) Analyst
JOB TITLE:

Service Level Agreement (SLA) Analyst

JOB LOCATION:

Onsite in Albany NY 2 days a week plus every other Friday WAGE RANGE*: $50-53/hr w2 Only JOB NUMBER: 26-01558

JOB DESCRIPTION:

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:

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. Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities
* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits;

dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.