Service Level Agreement Analyst (Remote in USA)

Gainwell Technologies LLC

3d • $64,500 - $92,200 • Remote

About The Position

The Service Level Agreement (SLA) Analyst is responsible for overseeing the development, implementation, monitoring, and management of Service Level Agreements (SLAs) between Gainwell Technologies and its clients. This role ensures that all services delivered meet or exceed agreed-upon service standards and that any issues are identified and resolved promptly to maintain high customer satisfaction. The SLA Manager will work closely with key stakeholders, including service delivery teams, clients, and internal departments, to ensure continuous improvement and alignment of service objectives. The person in this role should be in the United States Eastern or Central Time Zone.

Requirements

• Bachelor’s degree in Business Administration, Information Technology, or related field.
• Five (5) or more years of experience in service delivery management, SLA management, or IT service management.
• Strong understanding of how service levels are configured within ServiceNow SLA Tables, and the ability to identify workflow issues contributing to SLA underperformance. While being proficient in using SLA management and reporting tools (e.g., ServiceNow, Jira).
• Strong understanding of service management frameworks (e.g., ITIL, COBIT).
• Excellent communication and negotiation skills, with the ability to work effectively with clients, senior leadership, and cross-functional teams.
• Familiarity with Gainwell Technologies’ service offerings and industry sectors, especially healthcare or Medicare/Medicaid related services.

Responsibilities

• Coordinates moderately complex to complex activities of functional areas or of department account leads to ensure that business solution objectives are met.
• Interprets demand forecasts and assists functional areas or departments in planning and delivering end-to-end services.
• Oversees account specific service problems and the prioritization of work requests.
• Maintains records of expenditures to ensure that costs do not exceed approved budgets. Identifies and escalates issues related to budgetary compliance in relation to expenditures.
• Coordinates communications between functional areas or departments and clients to ensure that integration of new, enhanced and existing service offerings meet client specifications.
• Assists in developing new business proposals and introducting new technologies to enhance competitiveness of company products and services.
• Identifies service improvements to increase customer satisfaction. Communicates improvement needs to appropriate parties to ensure timely implementation and to maintain client satisfaction.
• Ensures delivery of projects meet client and company expectations and needs.
• Provides leadership and work guidance to less experienced personnel.

Benefits

• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment.
• Company provided computer for work use.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees