Job Description:

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government.   We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission.

RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant.

AT&T has an opening for an SLA Ticket Auditor to be responsible for ticket auditing and conducting daily reviews of our active tickets to ensure compliance with contract ticket rules

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

Required Clearance:

TSSCI with poly (#tssci) (#polygraph)

Required Qualifications:

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.

Desired Experience working with Service Now ticketing systems, familiarity with SLAs.

Weekly Hours:

Time Type:

Location:

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.