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.

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.
Familiarity with service management frameworks (e.g., ITIL, Agile).
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 Gainwell Technologies’ service offerings and industry sectors, especially healthcare or Medicare/Medicaid related services.

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.
Comprehensive leadership and technical development academies to help build your skills and capabilities.

Service Level Agreement Analyst

Key skills