KPI SLA and Service Performance Analyst

Job Description

Job Description

Benefits:

• Paid Holidays
• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Training & development
• Vision insurance

KPI / SLA & Service Performance Analyst

Location: Ashburn, VA; Hybrid (1-2 days on site)
Level: Intermediate / Mid-Level
Type: Full-Time Employment
Pay Range: $115,00 - $130,00/year
Clearance: U.S. Citizen; Active DHS clearance or Top Secret DoD Clearance

Veloz IT Solutions is seeking a KPI/SLA & Service Performance Analyst to provide performance management, process analysis, reporting, and program analytics. This role will support the collection, analysis, and reporting of service delivery performance metrics and trends to assist leadership with visibility into cost, schedule, and operational performance. This includes conducting the appropriate analysis to offer recommendations, solutions, and alternatives to resolve issues, concerns, problems, or methods.

The ideal candidate possesses strong PMO, reporting, and data analysis experience supporting government programs and executive stakeholders. US Citizenship is required. This position is contingent upon Contract Award.

What to Expect (Job Responsibilities) :

• Develops and monitors KPIs, SLAs, thresholds, measurement methodologies and reporting frequencies
• Support development and maintenance of executive dashboards and performance scorecards
• Evaluates service efficiency, value, cost-effectiveness, cycle time, lead time, throughput and other delivery measures
• Maintain and organize project documentation and ensure version control
• Conduct business process analyses to support workflow optimization
• Develop, manage, and standardize project templates and process frameworks
• Track deliverables and monitor adherence to project timelines and milestones
• Ensure service delivery and development activities align with agile governance framework
• Support accurate and timely project reporting to leadership and stakeholders
• Support process improvement initiatives related to program reporting and performance measurement to improve efficiency, transparency, and accountability 

Education & Experience:

• BA/BS; 5+ years IT performance/service -management experience
• Demonstrated experience developing KPIs/SLAs for large IT contracts
• Demonstrated data-driven and analytical mindset and effective communication of metrics and trends
• ITIL certification preferred

What is Required (Qualifications) :

• US Citizenship is required
• Cleared: DHS Clearance, Secret Clearance , or Public Trust
• Experience supporting project management offices (PMOs) or large-scale programs
• KPI/SLA engineering; ITIL; service management; benchmarking; performance baseline, Statistical Analysis, Excel/Power BI
• Proficiency with Agile, Waterfall, or hybrid software development methodologies
• Strong analytical skills and a structured approach to process improvement
• Experience with project management tools such as MS Project, JIRA, or ServiceNow
• Excellent communication, organizational, and documentation skills

Security Clearance : DHS Clearance, Secret Clearance , or Public Trust

Nice to Have (Preferred): 

• Experience with DHS or CBP programs. 
• ITIL Certification 
• Knowledge of enterprise governance, TRM processes, and AI/automation initiatives. 
• Familiarity with Section 508, FISMA, and FedRAMP requirements.

Flexible work from home options available.