SLA/Business Analyst

Location: Albany, NY Security Clearance: None Job Type: Full-Time Target Salary Range*: $70,000 - $80,000 *This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary Position Overview: The SLA & Performance Analyst is responsible for supporting the development, implementation, validation, monitoring, and continuous improvement of Service Level Agreements (SLAs) across a large-scale, complex program.

Key Responsibilities: SLA Development & Implementation Coordinate the end-to-end development and implementation of new and revised SLAs. Partner with business, technical, operational, quality, and reporting teams to define SLA requirements, performance measures, thresholds, business rules, and reporting expectations. Translate contractual, business, and operational requirements into clearly defined and measurable SLA criteria.

Assess whether proposed SLA requirements can be reliably measured using available systems and data. Define and document SLA calculation methodologies, data sources, measurement periods, exclusions, dependencies, and reporting requirements. Coordinate activities and dependencies across teams responsible for implementing or modifying SLA measurements. Develop and maintain implementation plans for new or revised SLAs, including requirements, milestones, dependencies, validation activities, and readiness criteria.

Facilitate cross-functional working sessions to resolve requirements, measurement, process, ownership, and implementation issues. Maintain documentation and traceability for SLA definitions, methodologies, changes, approvals, and implementation decisions. Qualifications: Education: Bachelors Degree Experience: Analyze complex business and technical processes and translate requirements into measurable outcomes Develop requirements, business rules, process flows, procedures, or measurement methodologies Validate data, calculations, metrics, reports, or system-generated results Strong analytical and problem-solving skills and attention to detail Coordinate activities and dependencies across business and technical teams Manage multiple concurrent initiatives and priorities Written and verbal communication across technical, business, operational and leadership stakeholders Proficiency with Microsoft Excel and data analysis or reporting tools Preferred Qualifications: SLA, KPI or other performance measure development, implementation, management or reporting Splunk or similar monitoring, analytics or reporting platforms Data validation, reconciliation and automated performance reporting Business process analysis and process improvement Application development, testing, production operations or technology delivery Large-scale, multi-team application or operational environment Contractual or externally reported performance measures Healthcare, Medicaid, Health Insurance Exchange or other highly regulated programs