We are seeking a skilled and experienced Business Services Administrator to oversee and manage incident/request administration and Service Level Agreement (SLA) development, oversight, and maintenance. This individual will be responsible for tracking, routing, reporting on, organizing and resolving requests and incidents, as well as managing SLAs to ensure that they are executed in a timely manner.

Incident/Request Administration:

• Utilize the ServiceNow (SNOW) ticketing system to centralize incoming requests and incidents, ensuring they are routed appropriately to the relevant teams.
• Ensure that all stakeholders (end-users and support teams) have appropriate access to submit and track requests.
• Collect and analyze details for each request, including user information, timestamps, issue descriptions, and attachments.
• Maintain clear, consistent updates on the status of requests and incidents through the ticketing system and email notifications.
• Categorize incidents based on their nature (technical issue, service request) and prioritize based on urgency and impact.
• Create and maintain escalation paths for high-priority incidents, ensuring a rapid response.
• Monitor alerts for overdue tickets/emails and ensure timely follow-ups to prevent delays.
• Utilize dashboards, spreadsheets, and/or slides to provide visibility into ticket statuses, team performance, and response times.
• Track performance metrics such as average response time, resolution time, and customer satisfaction.
• Collaborate in the development of a comprehensive knowledge base, including FAQs, troubleshooting guides, and solutions to common issues.
• Regularly update documentation based on user feedback and resolved incidents.
• Provide regular feedback and insights to users regarding their request statuses and overall support experience.
• Conduct regular assessments of ticket management processes to identify bottlenecks, inefficiencies, and opportunities for improvement.
• Implement improvements based on data and user feedback, aiming for continuous enhancement.
• Route tickets to the appropriate team or individual based on predefined criteria (e.g., issue type, workload).

Service Level Agreements (SLAs):

• Collaborate with stakeholders to gather and analyze business needs and expectations for SLAs.
• Draft and maintain clear and comprehensive SLA documents outlining service levels, performance metrics, and roles and responsibilities of both service providers and clients.
• Establish measurable performance indicators (KPIs) to assess service delivery and quality.
• Ensure SLAs align with legal, industry, and NOAA compliance and guidelines.
• Facilitate reviews and revisions of SLA drafts, incorporating feedback from stakeholders.
• Provide training and guidance to stakeholders on SLA provisions and compliance monitoring.
• Develop processes for tracking SLA performance and service quality.
• Recommend and implement updates to SLAs based on performance reviews and changing business needs.
• Collaborate with legal, technical, and business teams to ensure SLA alignment and understanding.

• Proven experience in incident/request administration, including utilizing ticketing systems (ServiceNow or similar).
• Strong understanding of Service Level Agreement development, oversight, and reporting.
• Knowledge of industry compliance standards, especially as they pertain to NOAA and governmental contracts.
• Excellent communication and collaboration skills to work with diverse teams and stakeholders.
• Experience with performance tracking and continuous improvement efforts.
• Ability to organize and manage large volumes of documentation efficiently.
• Proficiency with GitLab, ServiceNow, Google Workspace, and creating and managing dashboards.
• Ability to collaborate and consult with technology subject matter experts in reviewing, modifying, and revising complex documentation across department.

DDC delivers a robust suite of IT solutions designed to help our clients address the challenges of the digital revolution and embrace the opportunities of digital transformation. We provide a full spectrum of IT solutions that support clients in the defense, healthcare, national security, law enforcement, and intelligence communities. With a central focus on innovation, we translate modern technologies, industry best practices, and proven methodologies into client-driven solutions. Our teams of technologists are organized around digital solutions in the areas of systems/software engineering, data management, cloud adoption, and cybersecurity. As thought leaders and strategic partners, we provide a deliberate mix of people, processes, and technology to advance mission goals. Our IT companies have been consistently recognized for driving mission success through process efficiencies, reduced costs, and exploited technologies.