KPI​/SLA & Service Performance Analyst Security Clearance

Position: KPI / SLA & Service Performance Analyst with Security Clearance
As the KPI/SLA & Service Performance Analyst you will provide performance management, process analysis, reporting, and program analytics. This role will support the collection, analysis, and reporting of service delivery performance metrics and trends to assist leadership with visibility into cost, schedule, and operational performance. This includes conducting the appropriate analysis to offer recommendations, solutions, and alternatives to resolve issues, concerns, problems, or methods.

The ideal candidate possesses strong PMO data analysis and reporting experience supporting government programs and executive stakeholders. US Citizenship is required. This position is contingent upon Contract Award.

ESSENTIAL JOB FUNCTIONS:

• Develops and monitors KPIs, SLAs, thresholds, measurement methodologies and reporting frequencies

• Support development and maintenance of executive dashboards and performance scorecards

• Evaluates service efficiency, value, cost-effectiveness, cycle time, lead time, throughput and other delivery measures

• Maintain and organize project documentation and ensure version control

• Conduct business process analyses to support workflow optimization

• Develop, manage, and standardize project templates and process frameworks

• Track deliverables and monitor adherence to project timelines and milestones

• Ensure service delivery and development activities align with agile governance framework

• Support accurate and timely project reporting to leadership and stakeholders

• Support process improvement initiatives related to program reporting and performance measurement to improve efficiency, transparency, and accountability

LOCATION:

Ashburn, VA;
Hybrid (1-2 days on site)
LEVEL:
Intermediate / Mid-Level
PAY RANGE: $115,00 - $130,00/year The above salary range represents a general guideline. Veloz considers a number of factors when determining base salary offers, such as the scope and responsibilities of the position and the candidate's experience, education, skills, and current market conditions.

EDUCATION & EXPERIENCE:

• BA/BS; 5+ years IT performance/service-management experience

• Demonstrated experience developing KPIs/SLAs for large IT contracts

• Demonstrated data-driven and analytical mindset with effective communication of metrics and trends

• ITIL certification preferred

REQUIRED QUALIFICATIONS:

• US Citizenship is required

• Cleared: DHS Clearance, Secret Clearance , or Public Trust

• Experience supporting project management offices (PMOs) or large-scale programs

• KPI/SLA engineering; ITIL; service management; benchmarking; performance baseline, Statistical Analysis, Excel/Power BI

• Proficiency with Agile, Waterfall, or hybrid software development methodologies

• Strong analytical skills and a structured approach to process improvement

• Experience with project management tools such as MS Project, JIRA, or Service Now

• Excellent communication, organizational, and documentation skills SECURITY CLEARANCE: DHS Clearance, Secret Clearance , or Public Trust NICE TO HAVES:
• Experience with DHS or CBP programs

• ITIL Certification
• Knowledge of enterprise governance, TRM processes, and AI/automation initiatives

• Familiarity with Section 508, FISMA, and FedRAMP requirements COMPANY BACKGROUND:
Veloz IT Solutions, LLC is an SBA-certified Economically Disadvantaged Woman-Owned Small Business (EDWOSB) and HUBZone firm. We deliver high quality, scalable, and secure IT solutions to federal agencies. We provide custom mobile and web application development using Agile Frameworks, such as Scrum, Kanban, SAFe, and (Use the "Apply for this Job" box below). team integrates Dev Sec Ops  and we leverage Extreme Programming (XP) practices to deliver high-quality code.

Our team provides robust Tier 2 and Tier 3 operations and maintenance help desk support while offering Agile project leadership to ensure delivery excellence. We bring decades of consulting and implementation experience across multiple Federal agencies:
Department of Homeland Security (DHS) Customs Border and Protection (CBP), Veterans Affairs (VA), Defense Health Agency (DHA) and National Institutes of Health (NIH). We are a fun, small, family-centric, minority,…