SLA

Job Description

Fusion Innovation's recent growth has earned us a top spot in the Inc 5000 Fastest Growing Private Companies in America and in Washington Business Journal's Best Places to Work multiple years in a row. Our team members are passionate about their work and are empowered to contribute their unique skills and perspectives to our projects. Here at Fusion, we put people first. When you join us, you don't just join a company, you join a family. If you are ready to be part of a fun and engaging team where your innovative ideas are heard, supported, and make ever lasting mission impacts for our Nation's most sensitive programs, you have come to the right place.

Position Overview

The SLA Compliance Analyst will be responsible for validating customer-submitted SLA requests, interpreting and ensuring the correct SLA setup, and maintaining data integrity across a wide range of customer accounts. This role will involve managing approximately 275 accounts and ensuring that all associated SLA-related documents, charges, and credits are accurate. The ideal candidate will be able to quickly adapt to our environment, resolve errors efficiently, and ensure all SLAs are compliant with established standards and policies.

Responsibilities

• Validate customer-submitted SLA requests for accuracy and interpret the correct SLA setup based on the request.
• Manually move charges to the correct SLA and apply credits within the database as needed.
• Review and ensure the accuracy of SLA-related documents, such as Memorandums of Agreement, Estimates, and Billing Reports.
• Maintain data integrity for all SLA records, ensuring the information is up-to-date and accurate.
• Ensure that SLA configurations and updates comply with customer agreements and company policies.
• Manage a portfolio of approximately 275 customer accounts, providing timely updates and ensuring compliance with SLAs.
• Identify discrepancies, errors, and inconsistencies within SLA records and billing reports, and proactively resolve them.
• Collaborate with internal teams to address and resolve any SLA-related issues or disputes.
• Provide regular reports on SLA performance, compliance, and errors, including recommendations for improvements.
• Assist in improving SLA-related processes, including creating best practices and procedures for accuracy and efficiency.

Required Skills

• Active Top Secret/SCI with Polygrah.
• Previous experience working with Service Level Agreements (SLA) is essential.
• Strong understanding of SLA setup, validation, and charge management processes.
• Detail-oriented with excellent problem-solving and analytical skills.
• Proficiency in database management, with the ability to manually update and apply charges and credits.
• Experience with SLA-related documents (e.g., Memorandums of Agreement, Estimates, Billing Reports).
• Ability to manage and maintain a large number of accounts with high attention to detail.
• Strong organizational and time-management skills, with the ability to handle a high-volume workload.
• Excellent written and verbal communication skills for working with internal teams and customers.
• Ability to identify and resolve SLA-related errors efficiently and independently.

Desired Skills

• Familiarity with customer service management or billing software.
• Experience in process improvement for SLA management.
• Ability to work in a fast-paced environment and meet deadlines consistently.

Please note that all applicants must be U.S. citizens and require additional screening from our clients.

Fusion Innovation LLC is an Equal Opportunity/Affirmative Action Employer.

About Fusion Innovation

Our primary focus is on developing people to further their own unique craft. This includes helping our team become more experienced leaders, learn a team-first mentality, strive for more innovation, be thought leaders, and better overall people. By putting our people first and treating them as family and helping to develop their careers in a unique and specific fashion, we’re not just giving them more opportunities to grow and be successful, we’re also raising the bar for what our customers, families, and communities receive.

Don’t Just Join a Company - Join a Family

Exciting work, innovative colleagues, great teammates, unique customers, and a company that invests in you personally and professionally. We work hard to make Fusion Innovation a place that makes people excited to come to work; where colleagues stay connected and engaged; and where loved ones are welcomed with open arms.

We hope this makes us feel less like a company and more like a family. We achieve this by our commitments to you, our culture, and our employee focused perks.