Remote Service Level Agreement Analyst

JOB TITLE: Remote Service Level Agreement Analyst
JOB LOCATION: Remote
WAGE RANGE*: $80k to $98k
JOB NUMBER: 26-00260

REQUIRED EXPERIENCE:

• Bachelor's degree
• Five (5) or more years of experience in service delivery management, SLA management, or IT service management.
• Proficiency in Excel or other data visualization tools (e.g., Tableau, Power BI, SQL).
• Working knowledge of ServiceNow ticketing system, with knowledge of how SLAs are configured within ServiceNow.
• Familiarity with service management frameworks. This position requires holding an ITIL certification.
• Strong attention to detail, strong analytical and organizational skills, ability to meet deadlines, work with little to no supervision.
• Excellent communication skills, with the ability to work effectively with clients, senior leadership, and cross-functional teams. This person will present in meetings regularly.
• Experience in healthcare or Medicare/Medicaid related services.
• This is a remote/work from home position. The person in this role should live and be able to work in the United States Eastern or Central Time Zone.

JOB DESCRIPTION

The Service Level Agreement (SLA) Analyst is responsible for overseeing the development, implementation, monitoring, and management of Service Level Agreements (SLAs) between 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 live and be able to work in the United States Eastern or Central Time Zone.

Your role in our mission

• 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

What we're looking for

• 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.
• 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 service management frameworks (e.g., ITIL, Agile).
• Strong attention to detail, strong analytical and organizational skills, ability to meet deadlines, work with little to no supervision.
• Excellent communication skills, with the ability to work effectively with clients, senior leadership, and cross-functional teams.
• Familiarity with client service offerings and industry sectors, especially healthcare or Medicare/Medicaid related services.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.

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