Service Level Analyst - Temp
About The Position
Abarca is seeking a Service Level Analyst to monitor, analyze, validate, and communicate performance against contractual and operational commitments. The role collaborates with business areas, Performance Guarantee owners, account teams, and leaders to understand performance, investigate potential issues, and support timely corrective action. It calls for intellectual curiosity, initiative, sound judgment, confident communication, and a willingness to learn unfamiliar business processes, reports, calculations, and pharmacy benefit management services. The analyst will assess performance data and supporting evidence, identify risks and opportunities, communicate findings and recommendations, and help drive corrective actions. The role also maintains audit-ready documentation and contributes to improving controls, processes, reporting, automation, and reusable team resources. A flexible hybrid work model with certain on-site days applies to the Puerto Rico location only. The position may require work in a specified time zone or schedule and may require on-call availability, including evenings, weekends, and holidays, when operational demands require it.
Requirements
- Bachelor’s degree in Business Administration, Data Analytics, Science, Healthcare Administration, Information Systems, or a related field; equivalent relevant education and experience may be considered in lieu of a degree.
- At least 3 years of relevant professional experience in business analysis, operational performance, contract administration, vendor management, healthcare operations, reporting, or a related field.
- Experience with root-cause analysis, data validation, report reconciliation, process audits, or continuous improvement.
- Experience reviewing Client Agreements, Performance Guarantees, contracts, operational metrics, or compliance reports.
- Experience analyzing data, identifying trends and discrepancies, validating information, and communicating conclusions.
- Experience with data management, reporting, process improvement, or related analytical activities.
- Proficiency in Microsoft Excel for data analysis, reconciliation, reporting, and business insights.
- Ability to learn unfamiliar reports, calculations, systems, business processes, and industry concepts.
- Demonstrated curiosity, initiative, critical thinking, attention to detail, ownership, and follow-through.
- Ability to ask thoughtful questions, investigate potential issues, gather evidence, and raise concerns constructively.
- Strong collaboration skills and confidence communicating findings, risks, and recommendations to business leaders.
- Excellent oral and written communication skills.
- Availability to work in a specified time zone or schedule to accommodate the business needs of clients and team members.
- May need to be available for on-call hours, including evenings, weekends, and holidays, to address emergent issues or provide support as operational demands require.
Nice To Haves
- Experience related to healthcare, pharmacy, and Pharmacy Benefit Management industries, Medicare Part D, and CMS requirements.
- Experience with SQL, Power BI, Power Query, SharePoint, Power Automate, Microsoft Copilot, or similar tools.
Responsibilities
- Monitor and document compliance with agreements and Performance Guarantees, ensuring reports are completed accurately.
- Analyze performance data for trends, near misses, inefficiencies, recurring issues, data-quality concerns, potential calculation errors, and service-delivery improvement opportunities.
- Investigate actual or potential performance shortfalls using supporting evidence, reporting methodologies, and contractual requirements.
- Learn unfamiliar reports, metrics, services, and business processes by asking questions, seeking context, and researching how performance is calculated and reported.
- Perform gap and root-cause analyses and communicate issues, evidence, business impact, open questions, and recommended actions clearly and constructively.
- Collaborate with Performance Guarantee owners, business areas, account teams, and leaders to validate results, resolve discrepancies, and assist with risk mitigation.
- Trigger and support Improvement Action Plans, and monitor action owners, milestones, completion, and effectiveness.
- Maintain accurate, current, accessible, and audit-ready documentation of service commitments, metrics, methodologies, results, risks, decisions, and supporting evidence.
- Identify opportunities to strengthen controls, standardize processes, automate manual work, enhance reporting, and provide earlier visibility into potential performance failures.
- Use company-approved AI and automation tools responsibly to improve analysis, documentation, reporting, knowledge sharing, and team efficiency.
- Contribute to team procedures, runbooks, guides, templates, training materials, dashboards, and other reusable resources.
- Demonstrate ownership, curiosity, initiative, professional confidence, sound judgment, continuous learning, and consistent follow-through.
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What This Job Offers
Career Level
Mid Level
