SLA Ticket Auditor

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