SLA Ticket Auditor

Are you ready to make a significant impact by supporting critical national security infrastructure? T-Rex Solutions is looking for a fully cleared SLA Ticket Auditor to join our dynamic team in the Columbia, MD area.

Responsibilities:

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  The job duties of the SLA Ticket auditor 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
  • 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
  • Participating in service level reviews; supports root cause analysis of customer issues and SLA impacting events
  • 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.
  • Validate and/or correct pended tickets
  • Validate and/or correct cancelled tickets
  • Validate and/or correct combined tickets
  • Validate and/or correct FSMs
  • Validate and/or correct Service/Items (SIs), assignment groups, SLAOs, and tasking
  
  

  
  
  
  

Requirements:

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  The SLA Ticket Auditor 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. Must be organized, a good communicator and able to work in a high paced environment.

  
  
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  Active TS/SCI w/ FSP

  
  

T-Rex Overview

Established in 1999, T-Rex Solutions, LLC is a proven mid-tier business providing data-centric mission services to the Federal government as it increasingly tries to secure and leverage the power of data. We design, integrate, secure, and deploy advanced technical solutions for our customers so they can efficiently fulfill their critical objectives. T-Rex offers both IT and professional services to numerous Federal agencies and is a leader in providing high quality and innovative solutions in the areas of Cloud and Infrastructure Services, Cyber Security, and Big Data Engineering.

T-Rex is constantly seeking qualified people to join our growing team. We have built a broad client base through our devotion to delivering quality products and customer service, and to do that we need quality individuals. But more than that, we at T-Rex are committed to creating a culture that supports the development of every employee's personal and professional lives. T-Rex has made a commitment to maintain the status of an industry leader in compensation packages and benefits which includes competitive salaries, performance bonuses, training and educational reimbursement, Transamerica 401(k) and Cigna healthcare benefits.

T-Rex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.

In compliance with pay transparency guidelines, the annual base salary range for this position is $60,000-$70,000. Please note that the salary information is a general guideline only. T-Rex considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.

T-Rex offers a diverse and collaborative work environment, exciting opportunities for professional growth, and generous benefits, including: PTO available to use immediately upon joining (prorated based on start date), paid parental leave, individual and family health, vision, and dental benefits, annual budget for training, professional development and tuition reimbursement, and a 401(k) plan with company match fully vested after 60 days of employment among other benefits.