1373 IT & Software Developer jobs in the US
Service Level Agreement Analyst (Remote)
$69,100 - 98,700
Gainwell Technologies LLC
Ellipse Road Northwest, Washington + Remote (US)
$69,100 - 98,700
Requirements
Must:
- Bachelors degree in Business Administration, Information Technology, or a related field, or equivalent work experience.
- At least five (5) years of experience in service delivery management, SLA management, or IT service management, with a solid understanding of service management frameworks (e.g., ITIL, Agile).
- Proficiency in Excel or other data visualization tools (e.g., Tableau, Power BI, SQL).
- Familiarity with the ServiceNow ticketing system, particularly in SLA configuration is advantageous.
- Knowledge of Gainwell Technologies services and industry sectors, specifically in healthcare or Medicare/Medicaid services.
Responsibilities
- Monitor, analyze, and report on service level performance against set targets daily, weekly, and monthly using various reporting tools.
- Track SLA performance through Power BI dashboards or other reporting methods and engage with Service Level owners to address performance issues.
- Interpret performance data to pinpoint trends, discrepancies, and areas for operational enhancement.
- Communicate service level performance to account leadership and clients during monthly reviews.
- Initiate and oversee Service Improvement Plans (SIPs), coordinating root cause investigations and activities with Subject Matter Experts (SMEs) to tackle underperformance and enhance service quality.
- Foster communication between departments and clients to support the development and execution of SIPs/RCA.
- Calculate penalties for any breached service levels.
- Conduct annual reviews of the Service Level Management process and provide strategic recommendations to account leadership.
Description
At Gainwell Technologies, we are dedicated to leveraging cutting-edge technologies to promote the health and well-being of our most vulnerable populations. We offer an incredible opportunity for career advancement in a flexible, supportive environment that emphasizes learning and growth. Our comprehensive benefits include a generous vacation policy, educational assistance, and training through leadership and technical development academies. We seek a Service Level Agreement (SLA) Analyst to manage, monitor, and optimize SLA performance, ensuring our services consistently exceed client expectations. This full-time position is based in the Eastern or Central Time Zone, with competitive compensation in the range of $69,100.00 - $98,700.00 annually, depending on experience and location. Join us in our mission to make healthcare more effective for everyone.
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