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

Total Compensation range of $77,785 - $86,590 per yearCompensation 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 REQUIREDJob Title: SLA Ticket AuditorLocation: Columbia, MDKey Responsibilities Include: Gather, process, and analyze data into information and information into knowledge to support operations and business decisionsUse enterprise monitoring and reporting tools to identify trends and opportunities for improvements in IT service processes and workflowInteracts 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 targetsWork with the service delivery organization and service managers to manage performance against service level targetsParticipating in service level reviews; supports root cause analysis of customer issues and SLA impacting eventsDeveloping 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 ticketsValidate and/or correct cancelled ticketsValidate and/or correct combined ticketsValidate and/or correct FSMsValidate and/or correct Service/Items (SIs), assignment groups, SLAOs, and tasking Requirements:Active & Current TS/SCI Full Scope Poly Clearance is REQUIREDThe 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.