Hybrid SLA Analyst - Albany, NY

MKS2 Technologies•Albany, NY

9d•Hybrid

About The Position

MKS2 Technologies, LLC is hiring a Service Level Agreement (SLA) Analyst to support New York State of Health (NYSoH) and its Health Benefit Exchange. The role is part of the Program Management Office (PMO) and supports the development, implementation, validation, monitoring, and continuous improvement of SLAs across a large-scale, complex program. The analyst serves as a central point of coordination for new, existing, and revised SLAs, partnering with functional teams to translate contractual, business, and operational expectations into clear, measurable, and reportable performance requirements. The position combines project coordination, meeting facilitation, business analysis, data validation, and performance reporting, with particular importance for SLAs involving complex business or technical processes. The work is based in Albany, New York, and is described as on-site with a hybrid schedule. It is a 9–12 month contract with an expectation of conversion to full-time employment. The listed salary is $90,000–$95,000, with benefits included.

Requirements

Bachelor’s degree or an equivalent combination of education and relevant professional experience.
Minimum of six 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).
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 and ability to manage multiple concurrent initiatives and priorities.
Strong analytical, problem-solving, and attention-to-detail skills.
Strong written and verbal communication skills, including the ability to communicate effectively with technical, business, operational, and leadership stakeholders.
Proficiency with Microsoft Excel and data analysis or reporting tools.

Nice To Haves

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.

Responsibilities

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.