Service​/SLA Analyst; Journeyman

DecisionPoint seeks a Journeyman Service Performance / SLA Analyst to lead performance measurement, service-level governance, operational analytics, and performance reporting for the USMEPCOM ENLIST program. This role develops and maintains key performance indicators, Service Level Agreements, and Service Level Objectives while analyzing service data to identify trends, risks, recurring issues, and opportunities for improvement.

The Service Performance / SLA Analyst will support the ITSM Plan and Service Management System by producing accurate, actionable insights for service owners, process owners, program leadership, and Government stakeholders. The successful candidate will also coordinate Daily System Status reporting and help ensure that performance measures provide meaningful visibility into service availability, quality, efficiency, and user impact.

This position is remote, with preference given to candidates located in or near Chicago.

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

The Service Performance / SLA Analyst will:

• Develop, document, maintain, and govern program key performance indicators, Service Level Agreements, Service Level Objectives, and related performance measures.

• Define measurement formulas, data sources, collection methods, thresholds, targets, reporting frequencies, owners, and escalation criteria.

• Coordinate with service owners, process owners, technical teams, and Government stakeholders to establish meaningful and measurable service-performance expectations.

• Collect, validate, reconcile, and analyze service-performance data from multiple systems, teams, and operational sources.

• Develop dashboards, scorecards, reports, visualizations, and executive summaries showing service health and performance.

• Monitor SLA/SLO compliance and identify actual or projected breaches, adverse trends, recurring issues, and data-quality concerns.

• Conduct trend, variance, root-cause, correlation, and comparative analyses to explain performance results.

• Provide actionable insights and recommendations to improve service quality, reliability, efficiency, availability, and user experience.

• Coordinate preparation and quality review of Daily System Status Reports.

• Consolidate information regarding system performance, upcoming events, maintenance activities, outages, and conditions that may affect user access to services.

• Verify that Daily System Status Reports are accurate, complete, timely, and supported by available operational data.

• Analyze incident, problem, change, request, event, availability, capacity, maintenance, and service-desk data.

• Establish performance baselines and monitor improvement against approved targets and corrective-action plans.

• Support service reviews, process-owner meetings, project status meetings, Program Management Reviews, and Government briefings.

• Provide service-performance information for Monthly Status Reports, ITSM Plan updates, continual-improvement plans, and other program deliverables.

• Track performance-improvement actions, responsible owners, milestones, expected benefits, status, and completion evidence.

• Validate whether completed improvement actions produce the intended performance results.

• Identify measurement gaps, inconsistent definitions, unreliable data sources, manual reporting risks, and automation opportunities.

• Develop and maintain performance-measurement procedures, data dictionaries, metric catalogs, report specifications, and quality-control checks.

• Support configuration and enhancement of Service Now, dashboard, analytics, and reporting capabilities.

• Partner with quality personnel to verify performance data, investigate…