Service Level Agreement Manager

Job Family

Management Consulting

None

Active Secret

Guidehouse has an exciting opportunity in our Defense & Security Segment to provide team management in relation to workloads, stakeholder expectations, and application development oversight for a diplomacy client. Our consultants help clients maximize the value of their data and automate business processes by leveraging a custom application hosted on Service Now. Our team works with clients to translate business process requirements into technical solutions for development, ranging from data architecture design, data engineering and querying, data visualization and dashboarding, predictive analytics, machine learning, and artificial intelligence.

Our services enable our clients to define their information strategy, enable mission‑critical insights and data‑driven decision‑making, reduce cost and complexity, increase trust, and improve operational effectiveness. This Consultant will support a diplomacy client in applying advanced analytic and automation technologies to streamline and automate processes.

• Advise the client on application development best practices and lead prioritization discussions.
• Develop and maintain program strategic framework and manage feedback for continuous improvement.
• Assess complex processes and identify opportunities for the use of advanced analytics and process automation.
• Engage with client organizations to identify performance metrics for translation into a reporting system.
• Implement analytic and automation process improvements and monitor their success.
• Engage with stakeholders on the results of data analysis and guide through next steps.
• Participate in daily Scrum meetings to provide status updates on assigned tasks.
• Work with clients to define and track key performance indicators (KPIs) and performance metrics.
• Develop dashboards and reports to enable data‑driven decision‑making at all levels of the client’s organization.
• Manage onboarding and update activities for client pipeline.
• Develop documentation and training programs (job aids, user guides, live demonstrations) to train client personnel on developed analytic and automation solutions and encourage adoption.
• Continuously solicit and respond to feedback to ensure that developed solutions address client needs.
• Develop data processing and validation scripts to prepare data for downstream reporting, validate data quality, and reconcile identified issues.

• An ACTIVE and MAINTAINED "SECRET" Federal or DoD security clearance
• Bachelor’s Degree
• FIVE (5) or more years of relevant experience in data science, analytics, process automation, business analysis
• Report to client site in Washington, DC, as instructed by stakeholder
• Expert skills in stakeholder management.
• Proficiency in managing application development backlog and working with product owner on defining and prioritizing requirements.
• Strong communication/presentation skills and ability to explain technical topics to non-technical audiences.
• Ability to design and deliver solutions independently and work collaboratively as part of a team.
• Strong consulting skills: identifying and addressing client needs, building relationships, and driving initiatives forward.
• Working knowledge of Tableau dashboards.
• Working knowledge of SharePoint site management.

• Knowledge/familiarity with IT mission in the Federal space
• Experience in managing Service Now custom application development
• Experience with JIRA/Atlassian tools
• Experience with Business Process Improvement or advising customers on how to optimize process through data modernization

The annual salary range for this position is $-$. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

• Medical, Rx,…