**Job Description:** AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission. RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant. AT&T has an opening for a **SLA Manager/Data Analyst** to be responsible for SLA Measurement & Reporting, Improvement of Service quality, Root Cause Analysis of service levels and other service delivery metrics, Auditing and Risk Management for a large IT services contract. **The job duties of the SLA Manager/Data Analyst are as follows:** + Gather, process, and analyze data into information and information into knowledge to support operations and business decisions + Use enterprise monitoring and reporting tools to identify trends and opportunities for improvements in IT service processes and workflow + Interact with the client to establish, maintain, and modernize clear business-based targets for service levels and to ensure that delivery of services is properly assessed, monitored, and managed against these targets + Interacts 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 targets + Work with the service delivery organization and service managers to manage performance against service level targets + This is an individual contributor, technical lead, and job and may identify data collection, analysis, storage, and reporting requirements for relevant metrics across the program. They may also guide the work of data analysts or tasks performed by contractors, vendors or partners. Directs the researching, recommending, documenting, and implementation of changes to processes, procedures, and systems to enhance service delivery. + Participating in defining, documenting and monitoring IT service level agreements; communicates type of support covered and not covered by specific service agreements. + Participating in service level reviews; supports root cause analysis of customer issues and SLA impacting events + Communicating key benefits and challenges of each type of service class and associated SLAs. + Monitoring and investigating operational issues; service disagreements; resolution of disputes; coordinates implementation of improvements. + Developing 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. + Analyzes complex reports as revealed by the data to assists in predicting trends, conduct quality assessments, review discrepancies, assessing risks, benefits and consideration of alternatives. + Leads the escalation / communication of risks and issues as appropriate. **Required Clearance:** TS/SCI with polygraph. (#ts/sci) (#polygraph) **Required Qualifications:** The SLA Data Analyst 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. **Desired Qualifications:** 8570 Certification. **Ready to join our team? Apply today!** **Our SLA Data Analyst (QS2) (Government) earns between** **$79,300 - $108,700** **yearly. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.** **Joining our team comes with amazing perks and benefits:** **Medical/Dental/Vision coverage** **401(k) plan** **Tuition reimbursement program** **Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)** **Paid Parental Leave** **Paid Caregiver Leave** **Additional sick leave beyond what state and local law require may be available but is unprotected · Adoption Reimbursement** **Disability Benefits (short term and long term)** **Life and Accidental Death Insurance** **Supplemental benefit programs: critical illness/accident hospital indemnity/group legal** **Employee Assistance Programs (EAP)** **Extensive employee wellness programs** **Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone** **Weekly Hours:** 40 **Time Type:** Regular **Location:** Columbia, Maryland It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status