Service Level Agreement Analyst (Remote in USA)

Summary

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.

Your role in our mission

• Coordinates moderately complex to complex activities of functional areas or of department account leads to ensure that business solution objectives are met.
• Interprets demand forecasts and assists functional areas or departments in planning and delivering end-to-end services.
• Oversees account specific service problems and the prioritization of work requests.
• Maintains records of expenditures to ensure that costs do not exceed approved budgets. Identifies and escalates issues related to budgetary compliance in relation to expenditures.
• Coordinates communications between functional areas or departments and clients to ensure that integration of new, enhanced and existing service offerings meet client specifications.
• Assists in developing new business proposals and introducting new technologies to enhance competitiveness of company products and services.
• Identifies service improvements to increase customer satisfaction. Communicates improvement needs to appropriate parties to ensure timely implementation and to maintain client satisfaction.
• Ensures delivery of projects meet client and company expectations and needs.
• Provides leadership and work guidance to less experienced personnel.

What we're looking for

• Bachelor’s degree in Business Administration, Information Technology, or related field.
• Five (5) or more years of experience in service delivery management, SLA management, or IT service management.
• Strong understanding of how service levels are configured within ServiceNow SLA Tables, and the ability to identify workflow issues contributing to SLA underperformance. While being proficient in using SLA management and reporting tools (e.g., ServiceNow, Jira).
• Strong understanding of service management frameworks (e.g., ITIL, COBIT).
• Excellent communication and negotiation 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.
  

What you should expect in this role

• This is a full-time permanent regular salaried (W-2) employee position.
  • Monday through Friday work schedule (40 hours per week).
• Upward career advancement is possible and encouraged.
• 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. Any exception requires manager approval prior to employee's Gainwell start date.
• Company provided computer for work use.
• For all hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload.  Greater speeds will of course provide better performance.
• Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.
• This position will remain posted to take applications until November 30, 2025.

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