JMD Technologies Inc.

Title:
SLA &amp; Business Process Analyst – KPI Implementation &amp; Requirements Analysis
Location:
Greater Albany, NY Area (Hybrid: 2 days onsite per week plus every other Friday onsite)
Employment Type:
Contract (9–12 months, with anticipated conversion to full-time)
Status:
Accepting Candidates
About the role
We are seeking an
SLA &amp; Business Process Analyst
to support a large-scale, complex program. This role focuses on defining and implementing measurable service-level requirements by coordinating with business, technical, operational, quality, and reporting teams.
Key Responsibilities
<ul>
<li>Coordinate the development and implementation of new and revised
Service Level Agreements (SLAs)
.</li>
<li>Define
KPIs, performance measures, thresholds, business rules, and reporting requirements
.</li>
<li>Translate contractual, business, and operational requirements into measurable SLA criteria.</li>
<li>Validate
data sources and measurement methodologies
to ensure metrics can be reliably calculated.</li>
<li>Coordinate cross-functional implementation plans, milestones, dependencies, and readiness activities.</li>
<li>Maintain documentation and traceability for SLA definitions, changes, approvals, and implementation decisions.</li>
</ul>
Qualifications
<ul>
<li>Experience defining, implementing, or monitoring
SLAs, KPIs, or contract performance measures
.</li>
<li>Strong
business and process analysis
skills, including requirements gathering and documentation.</li>
<li>Experience validating data and assessing metric measurability.</li>
<li>Ability to coordinate across business, technical, and operations teams.</li>
<li>Strong documentation and implementation planning skills.</li>
<li>Experience supporting large government or public sector programs is a plus.</li>
</ul>
Compensation:
<ul>
<li>Estimated hourly range:
$40–$50/hr (W-2)
.</li>
<li>Final rate within this range will be based on skills, experience, and interview results.</li>
</ul>

SLA & Business Process Analyst – KPI Implementation & Requirements Analysis

SLA & Business Process Analyst – KPI Implementation & Requirements Analysis

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