SLA Ticket Auditor - TS/SCI w/ FS Poly Required

Total Compensation range of $77,785 - $86,590 per year

Compensation package includes 100% company Funded BCBS Health, Dental and Vision Insurance Plan. 3 weeks PTO, 11 Government Holidays and more......Sound Engineering Solutions is excited to announce a Sign-On Bonus for the successful candidate hired for this role! Join our team during this festive season and enjoy a rewarding career with additional perks.

Active & Current TS/SCI with Full Scope Poly is REQUIRED

Job Title: SLA Ticket Auditor 

Location: Columbia, MD

Key Responsibilities Include: 

• 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 pending 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

Requirements:

• Active & Current TS/SCI Full Scope Poly Clearance is REQUIRED


• The SLA Ticket Auditor shall have two - five years of experience that may include a combination of work history and education.


• A master’s degree is equivalent to 6 years of experience; a bachelor’s degree is equivalent to 4 years of experience and an Associate’s degree is equivalent to 2 years of experience. The degree must be from an accredited college or university.


• Must be organized, a good communicator and able to work in a high-paced environment.