• Tracks, analyzes, and reports on service level performance against agreed-upon targets on a daily, weekly and/or monthly basis utilizing an array of reporting tools and solutions. • Monitors SLA performance via Power BI dashboards or other reporting tools, engaging with Service Level owners in case of degraded performance supporting early root cause investigation efforts. • Interprets performance data to identify trends, inconsistencies, and opportunities for operational improvement. • Communicates service level performance to account leadership and clients through monthly reviews. • Initiates, monitors and facilitates Service Improvement Plans (SIPs) through root cause investigation tasks, coordinates assignment of activities and manages root cause completion with Subject Matter Experts (SMEs) within the scope of Service Level Management to address underperformance, prevent recurrence and improve service quality. • Coordinates communications between functional areas or departments and clients to support SIPs/RCA development and execution. • Calculates penalty at-risk for breached service levels. • Conducts annual reviews (as appropriate) of the entire Service Level Management process and provides recommendations to account leadership.

• Review, interpret, and categorize incoming FOIA requests to determine scope, complexity, and required tasking. • Conduct and/or validate adequate records searches in coordination with program offices. • Apply appropriate FOIA exemptions and redactions consistent with federal law, DOJ guidance, and agency policy. • Ensure responses meet statutory timelines, accuracy standards, and disclosure requirements. • Ensures consistency and mentors junior staff. • Performs additional duties as assigned.

- Assist in conducting internet and records-based research to support FOIA search and retrieval efforts. - Support document review, identification of responsive records, and preparation of materials for redaction. - Apply appropriate FOIA exemptions and redactions consistent with federal law - Receives, logs, scans, and routes incoming FOIA and mail records in accordance with established procedures. - Performs additional duties as assigned.

• Perform end-to-end processing of FOIA requests from intake through final response preparation. • Analyze requests to determine scope, complexity, and routing requirements. • Coordinate with program offices to identify and obtain responsive records. • Identify operational risks,, and compliance issues and coordinate corrective actions with Government stakeholders. • Mentors Junior Analyst • Performs additional duties as assigned. *****This position is contingent upon contract award.*****