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SLA Ticket Auditor
Job in
Bethesda, Montgomery County, Maryland, 20811, USA
Listed on 2026-02-12
Listing for:
Mission First Inc.
Full Time
position Listed on 2026-02-12
Job specializations:
-
IT/Tech
Data Analyst
Job Description & How to Apply Below
The job duties of the SLA Ticket auditor are as follows:
- Gather, process, and analyze data into information and information into knowledge to support operations and business decisions
- Use enterprise monitoring and reporting tools to identify trends and opportunities for improvements in IT service processes and workflow
- Interacts with other service providers to ensure that operational level agreements are in place to ensure end-to-end service delivery in accordance with the service level targets
- Work with the service delivery organization and service managers to manage performance against service level targets
- Participating in service level reviews; supports root cause analysis of customer issues and SLA impacting events
- Developing and implementing data gathering, analysis, and reporting capabilities.
- Collaborating with the service managers and the design and engineering and tools teams to collect and process relevant metrics to support service level management and process improvement activities.
- Preparing periodic reports to communicate outcomes of analytic activities.
- Performing analytics on discrepancies and issues and performing root cause analysis.
- Identifying people, process, and technology opportunities for efficiency and cost reductions.
- Validate and/or correct pended tickets
- Validate and/or correct cancelled tickets
- Validate and/or correct combined tickets
- Validate and/or correct FSMs
- Validate and/or correct Service/Items (SIs), assignment groups, SLAOs, and tasking
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