The Operations Analyst - Journeyman serves as a specialized systems analyst focused on service level objective (SLO) performance across mission-critical services in a highly regulated federal IT environment. The role designs and maintains SLO monitoring and reporting solutions, analyzes performance data, and recommends technical and process improvements to keep services within agreed thresholds. The analyst collaborates closely with incident, problem, and performance management teams to investigate SLO breaches, coordinate remediation with service providers, and ensure operational expectations and documentation remain current and actionable., * Define, implement, and maintain SLO monitoring solutions for complex enterprise systems, including thoughtful threshold design, alerting rules, and performance dashboards that align with business and mission priorities.

• Analyze key performance indicators and SLO trend data to identify root causes of degradation, translate findings into actionable technical changes and process improvements, and track outcomes over time.
• Collaborate with incident, problem, and performance management functions to investigate SLO breaches, correlate events across systems, and drive sustainable remediation with infrastructure and application owners.
• Develop, maintain, and regularly update SLO documentation, service catalogs, and operational level agreements to clearly capture expectations, dependencies, and escalation paths for supported services.
• Integrate SLO management into end-to-end IT service management lifecycle activities using ITIL-aligned practices and enterprise ticketing and monitoring platforms.
• Produce concise compliance dashboards, reports, and stakeholder-facing visualizations that highlight SLO status, emerging risk, and impact to mission-critical services.
• Coordinate with infrastructure and application owners to validate monitoring coverage, troubleshoot SLO-related issues, and support continuous service improvement initiatives.
• Maintain awareness of DoD 8140 baseline certification expectations and security protocols, ensuring SLO monitoring and reporting activities comply with clearance and data access requirements.

• U.S. citizenship with an Active Secret Clearance
• Bachelor’s degree in Information Technology, Computer Science, a related discipline, or equivalent relevant experience.
• Typically 4-7 years of experience monitoring, managing, and reporting on SLO compliance in technical, highly regulated environments, including federal or defense IT.
• Demonstrated experience working with incident, problem, and performance management processes and tools in an ITIL-aligned service environment.
• Meets DoD 8140 requirements and holds an active Secret clearance appropriate for work in a cleared federal IT environment.
• Strong analytical, troubleshooting, and communication skills with the ability to interpret performance data and clearly convey findings to technical and non-technical stakeholders.

Preferred Qualifications

• Experience with enterprise application performance monitoring (APM) or observability platforms (e.g., APM, log analytics, distributed tracing) used for fine-grained SLO analysis.
• Hands-on background with incident and problem management supporting government or defense organizations in an ITIL-based service desk context.
• Possession of a DoD 8140-recognized cybersecurity or IT certification such as Security+ or an equivalent baseline credential.
• Familiarity with compliance reporting for federal stakeholders and experience presenting metrics and SLO status to leadership forums or service review boards.

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