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Service Level Agreement Analyst (Remote in USA)
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Job Description
- Req#: 34533
Employer Industry: Healthcare Technology Solutions
Why consider this job opportunity:
- Salary up to $98,700 per year
- Opportunity for career advancement and growth within the organization
- Flexible vacation policy available after ninety (90) calendar days of employment
- Comprehensive health benefits starting on day 1 of employment
- Access to leadership and technical development academies for skill enhancement
- Supportive work environment that values work flexibility and learning
What to Expect (Job Responsibilities):
- Oversee the development, implementation, monitoring, and management of Service Level Agreements (SLAs) with clients
- Track, analyze, and report on service level performance utilizing various reporting tools
- Initiate and facilitate Service Improvement Plans (SIPs) to address underperformance and enhance service quality
- Communicate service level performance to account leadership and clients through monthly reviews
- Coordinate communications between functional areas and clients to support SIPs and root cause analysis
What is Required (Qualifications):
- Bachelor's degree in Business Administration, Information Technology, or related field, or equivalent work experience
- Minimum of five (5) years of experience in service delivery management, SLA management, or IT service management
- Proficiency in Excel or other data visualization tools (e.g., Tableau, Power BI, SQL)
- Familiarity with service management frameworks (e.g., ITIL, Agile)
- Strong analytical, organizational, and communication skills with attention to detail
How to Stand Out (Preferred Qualifications):
- Working knowledge of ServiceNow ticketing system and SLA configuration within it
- Familiarity with Gainwell Technologies' service offerings, particularly in healthcare or Medicare/Medicaid related services
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