SLA/Business Analyst

• This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary

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The SLA & Performance Analyst is responsible for supporting the development, implementation, validation, monitoring, and continuous improvement of Service Level Agreements (SLAs) across a large-scale, complex program.

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• Coordinate the end-to-end development and implementation of new and revised SLAs.
• Partner with business, technical, operational, quality, and reporting teams to define SLA requirements, performance measures, thresholds, business rules, and reporting expectations.
• Translate contractual, business, and operational requirements into clearly defined and measurable SLA criteria.
• Assess whether proposed SLA requirements can be reliably measured using available systems and data.
• Define and document SLA calculation methodologies, data sources, measurement periods, exclusions, dependencies, and reporting requirements.
• Coordinate activities and dependencies across teams responsible for implementing or modifying SLA measurements.
• Develop and maintain implementation plans for new or revised SLAs, including requirements, milestones, dependencies, validation activities, and readiness criteria.
• Facilitate cross-functional working sessions to resolve requirements, measurement, process, ownership, and implementation issues.
• Maintain documentation and traceability for SLA definitions, methodologies, changes, approvals, and implementation decisions.

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• Bachelors Degree

• Analyze complex business and technical processes and translate requirements into measurable outcomes
• Develop requirements, business rules, process flows, procedures, or measurement methodologies
• Validate data, calculations, metrics, reports, or system-generated results
• Strong analytical and problem-solving skills and attention to detail
• Coordinate activities and dependencies across business and technical teams
• Manage multiple concurrent initiatives and priorities
• Written and verbal communication across technical, business, operational and leadership stakeholders
• Proficiency with Microsoft Excel and data analysis or reporting tools

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• SLA, KPI or other performance measure development, implementation, management or reporting
• Splunk or similar monitoring, analytics or reporting platforms
• Data validation, reconciliation and automated performance reporting
• Business process analysis and process improvement
• Application development, testing, production operations or technology delivery
• Large-scale, multi-team application or operational environment
• Contractual or externally reported performance measures
• Healthcare, Medicaid, Health Insurance Exchange or other highly regulated programs