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.
"At Veloz IT Solutions, LLC, we believe customer collaboration and continuous improvement breed trust and success. The results: accelerated progress and high performance."
- Melissa Salmeron, Founder & CEO
Veloz provides custom mobile and web application development using Agile Frameworks, such as Scrum, Kanban, SAFe, and Scrum@Scale. Our team integrates DevSecOps and we leverage Extreme Programming (XP) practices to deliver high-quality code. Our workforce is comprised of Agile Coaches, Scrum Masters, Automation Test Engineers, Section 5
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OUR APPROACH
With each unique engagement, we start by observing an iteration and holding a Retrospective to identify areas of improvement. Actions and improvements are captured on a Kaizen board. Next, we kick-off with Agile training to set expectations of the team and establish the process. Then via continuous collaboration, we quickly deliver high-quality, working software at frequent increments.
OUR EXPERTISE
Veloz gets sneakers on the ground to quickly deliver compliant, high quality working software on your desired release cadence. We bring an innovative Agile and DevSecOps mindset for rapid delivery. We have experience in a range of Agile projects and transformation challenges. Our clients benefit from our continuous improvement, automation, collaboration, continuous testing and monitoring.
We are a fun, small, family-centric, minority, woman-owned company making a positive impact for our Federal Government clients. We are looking to grow at a slow but steady pace, offering opportunities for professional development alongside a supportive and collaborative team environment. Together, with our diverse backgrounds and passion for Agility, we will achieve success!