Today
Top Secret/SCI
Mid Level Career (5+ yrs experience)
Full Scope Polygraph
IT - Support
Annapolis Junction, MD (On/Off-Site)
CLEARANCE REQUIRED: TS/SCI w/ FULL-SCOPE POLY. You will not be considered unless you have this clearance.
Description
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
Requirements
The SLA Ticket Auditor shall have two - five years of experience that may include a combination of work history and education. A master’s degree is equivalent to 6 years of experience, a bachelor’s degree is equivalent to 4 years of experience and an Associate’s degree is equivalent to 2 years of experience. The degree must be from an accredited college or university. Must be organized, a good communicator and able to work in a high paced environment.
Description
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
Requirements
The SLA Ticket Auditor shall have two - five years of experience that may include a combination of work history and education. A master’s degree is equivalent to 6 years of experience, a bachelor’s degree is equivalent to 4 years of experience and an Associate’s degree is equivalent to 2 years of experience. The degree must be from an accredited college or university. Must be organized, a good communicator and able to work in a high paced environment.
group id: 91137637
