Hybrid SLA Analyst - Albany, NY

MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our “Mission First” orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2.

Service Level Agreement (SLA) Analyst

Albany, NY - On-site - hybrid schedule

9-12 month contract - expectation to convert to FTE

$90,000 - $95,000 - benefits included

Position Summary

The work you’ll do will be impactful to the mission of our NYS customer. You will play a crucial role as you join our team in partnership with New York State of Health (NYSoH) to provide comprehensive health coverage to more than 7.0 million New Yorkers through its Health Benefit Exchange (HBE)

The Service Level Agreement (SLA) Analyst supports 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).

The SLA Analyst serves as a central point of coordination for new, existing, and revised SLAs. The role partners with functional teams to translate contractual, business, and operational expectations into clearly defined, measurable, and reportable performance requirements.

The SLA Analyst combines project coordination, meeting facilitation, business analysis, data validation, and performance reporting. This role is particularly important for SLAs involving complex business or technical processes.

Key Responsibilities

The SLA Analyst partners with functional teams to:

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 to support accurate and consistent measurement.

Develop and maintain implementation plans that define requirements, milestones, dependencies, validation activities, ownership, and readiness criteria.

Coordinate with functional teams and stakeholders to support SLA implementation, validation, monitoring, and ongoing performance analysis.

Facilitate meetings and working sessions related to SLA development, implementation, validation, and performance.

Validate data, calculations, metrics, reports, and system-generated results to support accurate SLA measurement and reporting.

Support the identification and resolution of issues that may affect SLA measurement, reporting, or performance.

Contribute to continuous improvement of SLA processes, measurement methodologies, reporting, and operational practices.

Required Qualifications

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).

Demonstrated 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 Qualifications

Experience with Key Performance Indicators (KPIs), Objectives and Key Results (OKRs), or other performance measurement methodologies.

Experience with Splunk or similar monitoring, analytics, or reporting platforms.

Experience developing business requirements, business rules, process flows, or procedures.

Experience working within a large-scale, multi-team application or operational environment.

Experience working in healthcare, Medicaid, Health Insurance Exchange, or other highly regulated programs.

Experience supporting continuous improvement initiatives related to performance measurement, reporting, or operational processes.

Diversity creates a healthier atmosphere: MKS2 Technologies is proud to be an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.