SLA Ticket Auditor Security Clearance

Position: SLA Ticket Auditor with Security Clearance
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