SLA Ticket Auditor

SLA Ticket Auditor
Columbia, MD

Duties & Responsibilities:
• 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