Analyst - Performance Management - Contract To Hire

Performance Management - Analyst - Contract To Hire

This role is for a Performance Management Analyst responsible for managing and reporting on service levels in an IT environment. The main duties include monitoring service agreements, ensuring IT services meet agreed targets, and improving service quality through insights and recommendations.

Key Responsibilities:

- Set up and track Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) based on contracts.

- Create automated processes for validating service levels.

- Analyze service performance data, conduct gap analysis, and resolve disputes.

- Suggest improvements to service levels to enhance supplier performance.

- Write user stories to customize service level workflows as needed.

- Continuously improve reporting processes and ensure they are accurate.

Required Skills & Experience:

- 2-5 years of experience in service level management and reporting.

- Certifications like PMP, ITIL, or Prince 2.

- Strong interpersonal, communication, and project management skills.

- Familiarity with IT service management tools (e.g., ServiceNow, Remedy, JIRA).

- Experience with incident management, service requests, and creating SLA reports.