Service Level Agreement Analyst (Remote in USA)

Gainwell Technologies LLC

7d•$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, or commensurate work experience.
Five (5) or more 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) required.
Working knowledge of ServiceNow ticketing system, with knowledge of how SLAs are configured within ServiceNow a plus.
Familiarity with service management frameworks (e.g., ITIL, Agile).
Strong attention to detail, strong analytical and organizational skills, ability to meet deadlines, work with little to no supervision.
Excellent communication 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

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.