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

Location: Columbia, Maryland, US

Posted Date: 9/9/2025