SLA Analyst

MKS2 Technologies

. Support the development, implementation, validation, monitoring, and continuous improvement of Service Level Agreements (SLAs) across a large-scale, complex program within the Program Management Office (PMO) .

Posted 11/3/2026contractAlbany • New York • United StatesMid-LevelSenior💰 $90,000 - $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and managing Service Level Agreements (SLAs) while ensuring effective communication and collaboration with stakeholders. Proficient in data validation, performance analysis, and continuous improvement initiatives within complex program environments.

Highest-signal resume keywords

Service Level Agreement ManagementData Validation and AnalysisProject CoordinationStakeholder CommunicationContinuous Improvement Initiatives

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisPerformance MeasurementQuality AssuranceProject ManagementSLA DevelopmentMetrics ReportingBusiness Requirements DevelopmentProcess Flow DocumentationAttention to DetailAnalytical Problem-Solving

Soft Skills

Strong Organizational SkillsEffective CommunicationRelationship Building

Tools & Technologies

Microsoft ExcelReporting ToolsSplunk

Industry Keywords

HealthcareMedicaidHealth Insurance ExchangeRegulated ProgramsKey Performance IndicatorsObjectives and Key Results

Tech Stack

Tools & technologies

Splunk

About the role

Key responsibilities & impact

Support the development, implementation, validation, monitoring, and continuous improvement of Service Level Agreements (SLAs) across a large-scale, complex program within the Program Management Office (PMO)
Serve as a central point of coordination for new, existing, and revised SLAs
Partner with functional teams to translate contractual, business, and operational expectations into clearly defined, measurable, and reportable performance requirements
Define and document SLA measurement methodologies, including data sources, calculations, measurement periods, exclusions, dependencies, and reporting requirements
Assess whether proposed SLA requirements can be reliably measured using available systems and data, and identify changes needed for accurate and consistent measurement
Develop and maintain implementation plans covering requirements, milestones, dependencies, validation activities, ownership, and readiness criteria
Coordinate with functional teams and stakeholders on SLA implementation, validation, monitoring, and ongoing performance analysis
Facilitate SLA development, implementation, validation, and performance meetings and working sessions
Validate data, calculations, metrics, reports, and system-generated results
Support identification and resolution of issues affecting SLA measurement, reporting, or performance
Contribute to continuous improvement of SLA processes, measurement methodologies, reporting, and operational practices
Partner with New York State of Health to support comprehensive health coverage through its Health Benefit Exchange

Requirements

What you’ll need

Bachelor’s degree or an equivalent combination of education and relevant professional experience
Minimum of six (6) years of relevant professional experience
Experience in project coordination, project management, quality assurance, data analysis, or a related discipline
Experience developing, implementing, managing, or reporting Service Level Agreements (SLAs)
Ability to build effective working relationships with key stakeholders and support functional teams in developing business requirements, operational processes, technical implementations, data validation, and performance analysis
Experience validating data, calculations, metrics, reports, or system-generated results
Strong organizational skills, with the ability to manage multiple concurrent initiatives and priorities
Strong analytical, problem-solving, and attention-to-detail skills
Strong written and verbal communication skills, with the ability to communicate effectively with technical, business, operational, and leadership stakeholders
Proficiency with Microsoft Excel and data analysis or reporting tools
Preferred: Experience with Key Performance Indicators (KPIs), Objectives and Key Results (OKRs), or other performance measurement methodologies
Preferred: Experience with Splunk or similar monitoring, analytics, or reporting platforms
Preferred: Experience developing business requirements, business rules, process flows, or procedures
Preferred: Experience working within a large-scale, multi-team application or operational environment
Preferred: Experience working in healthcare, Medicaid, Health Insurance Exchange, or other highly regulated programs
Preferred: Experience supporting continuous improvement initiatives related to performance measurement, reporting, or operational processes

Benefits

Comp & perks

Benefits included
Expectation to convert to FTE