Service Level Analyst - Temp

Abarca Health•San Juan, PR

28d•Hybrid

About The Position

Abarca is seeking a Service Level Analyst to monitor, analyze, validate, and communicate performance against contractual and operational commitments. This role involves collaborating with business areas, Performance Guarantee owners, account teams, and leaders to understand performance, investigate potential issues, and support timely corrective action. The ideal candidate will possess intellectual curiosity, initiative, sound judgment, confident communication, and a willingness to learn unfamiliar business processes, reports, calculations, and PBM services. Responsibilities include asking thoughtful questions, using evidence to support conclusions, raising risks constructively, and contributing ideas to improve team processes.

Requirements

Bachelor’s degree in Business Administration, Data Analytics, Science, Healthcare Administration, Information Systems, or a related field. In lieu of a degree, equivalent relevant education and experience may be considered.
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 & 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 with confidence to communicate findings, risks, & recommendations to business leaders.
Excellent oral and written communication skills.

Nice To Haves

Experience related to Healthcare, Pharmacy, and Pharmacy Benefit Management industries, Medicare Part D, and CMS requirements.
Experience with SQL, PowerBI, Power Query, SharePoint, Power Automate, Microsoft Copilot, or similar tools.

Responsibilities

Monitor and document compliance with agreements & Performance Guarantees, ensuring reports are completed accurately.
Analyze performance data to identify trends, near misses, inefficiencies, recurring issues, data-quality concerns, potential calculation errors, and opportunities to improve service delivery.
Investigate actual or potential performance shortfalls by reviewing supporting evidence, reporting methodologies, and contractual requirements.
Learn unfamiliar reports, metrics, services, and business processes by asking thoughtful questions, seeking context, and independently 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.
Proactively collaborate with PG owners, business areas, account teams, and leaders to validate results, resolve discrepancies, & assist with mitigating risks.
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.