Talent.com
Remote Service Level Agreement Analyst
Remote Service Level Agreement AnalystThe Computer Merchant • Irving, TX
Remote Service Level Agreement Analyst

Remote Service Level Agreement Analyst

The Computer Merchant • Irving, TX
[job_card.variable_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
  • [filters.remote]
[job_card.job_description]

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.

    • #Dice #IND1

    [job_alerts.create_a_job]

    Remote Service Level Agreement Analyst • Irving, TX

    [internal_linking.similar_jobs]
    Entry Level Application Development & Support Opportunity

    Entry Level Application Development & Support Opportunity

    Year Up United • Irving, TX, US
    [job_card.full_time]
    Year Up United is a one-year or less, intensive job training program that provides young adults with in-classroom skill development, access to internships and / or job placement services, and persona...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Client Services Representative – Remote - Entry Level

    Client Services Representative – Remote - Entry Level

    Unlock Potential 360 • Irving, TX, us
    [filters.remote]
    [job_card.full_time] +2
    [filters_job_card.quick_apply]
    Unlock Potential LLC is hiring entry-level professionals who want to build skills in client communication, virtual consulting, and performance-based work. This is a fully remote role with structured...[show_more]
    [last_updated.last_updated_variable_days]
    CFA - Chartered Financial Analyst - Level 1 Tutor

    CFA - Chartered Financial Analyst - Level 1 Tutor

    Varsity Tutors, a Nerdy Company • Arlington, TX, United States
    [job_card.full_time]
    The Varsity Tutors Live Learning Platform has thousands of students looking for online CFA - Level 1 tutors nationally.As a tutor on the Varsity Tutors Platform, youll have the flexibility to set y...[show_more]
    [last_updated.last_updated_1_day] • [promoted]
    Mortgage Fulfillment Lead Condition Review

    Mortgage Fulfillment Lead Condition Review

    Private National Mortgage Acceptance Company, LLC • Carrollton, TX, United States
    [job_card.full_time]
    A leading mortgage lender in Texas seeks a Mortgage Fulfillment Manager - Condition Review to manage daily operations and process improvements within the condition review team.The ideal candidate w...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Entry Level Benefits & Customer Service / Sales Rep (WFH)

    Entry Level Benefits & Customer Service / Sales Rep (WFH)

    Globe Life AIL - Lisa Russel • Arlington, TX, US
    [filters.remote]
    [job_card.full_time]
    [filters_job_card.quick_apply]
    About Us Join a rapidly growing, mission-driven organization where your effort directly influences your success.This is more than a job—it’s a long-term career opportunity designe...[show_more]
    [last_updated.last_updated_variable_days]
    Billing Portal Analyst

    Billing Portal Analyst

    DuraServ • Coppell, TX, United States
    [job_card.full_time]
    The Billing Portal Analyst II will focus on the collections process, managing customer accounts, and resolving issues.This role involves contacting customers, resolving payment issues, and maintain...[show_more]
    [last_updated.last_updated_1_day] • [promoted]
    Remarketing Analyst

    Remarketing Analyst

    LanceSoft • Lewisville, TX, United States
    [job_card.full_time]
    Reporting to the remarketing manager, the remarketing analyst is key pointed at primary auction facilities.Duties include processing and sale of auction vehicles in compliance with the internal Auc...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    QA Analyst - Remote

    QA Analyst - Remote

    TradeJobsWorkForce • 75261 Dallas, TX, US
    [filters.remote]
    [job_card.full_time]
    QA Analyst Remote Job Duties : • Partner with the product and engineering team to understand project o...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Credit Analyst

    Credit Analyst

    Triumph • Coppell, TX, United States
    [job_card.full_time]
    Join Triumph! At Triumph, our vision is a world where freight transactions are accurate and seamless on the most modern and secure freight transaction network. Thats why were looking for passionate,...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Credit Analyst

    Credit Analyst

    TBK Bank, SSB • Coppell, TX, United States
    [job_card.full_time]
    At Triumph, our vision is a world where freight transactions are accurate and seamless on the most modern and secure freight transaction network. Were looking for passionate, innovative, solutions-o...[show_more]
    [last_updated.last_updated_1_day] • [promoted]
    Entry Level Insurance Agent

    Entry Level Insurance Agent

    Alpine Legacy Group • Grapevine, Texas, US
    [job_card.full_time]
    Job Description Job Description At Alpine Legacy Group, we don't wait for success—we create it.If you have drive, discipline, and the willingness to compete, you can build a powerful career here....[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Service Desk Analyst

    Service Desk Analyst

    Summit 7 Systems • Remote, AL, USA
    [filters.remote]
    [job_card.full_time]
    [filters_job_card.quick_apply]
    Summit 7 is here to rise above the ordinary.The work we do here goes far beyond day-to-day projects - it further protects the US defense industrial base from cyber threats, fosters thought leadersh...[show_more]
    [last_updated.last_updated_variable_days]
    Remarketing Analyst

    Remarketing Analyst

    Dexian • Lewisville, TX, United States
    [job_card.full_time] +1
    Lead Technical Recruiter | Centralized F&A | Banking & Financial Services.Hours : Monday-Friday Standard Shift.Hybrid Hybrid (3 days in office and 2 remote). Duration 3-6-month Contract (Possible Ext...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Entry Level Sales

    Entry Level Sales

    SPECTRUM • WAXAHACHIE, Texas, United States
    [job_card.full_time]
    This role requires the ability to work lawfully in the U.Are you an outgoing professional who thrives when working independently? Do you enjoy getting out of the office and connecting with customer...[show_more]
    [last_updated.last_updated_variable_hours] • [promoted] • [new]
    Telemarketer (Entry Level)

    Telemarketer (Entry Level)

    Vlad Cherchenko Farmers Insurance • Irving, Texas, US
    [job_card.full_time]
    Job Description Job Description Are you looking for an entry-level sales job that pays well and helps you build a career? If so, keep reading. Our insurance agency is growing quickly, and we're l...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Remote Currency Trader - Lewisville, TX

    Remote Currency Trader - Lewisville, TX

    Maverick Currencies • Lewisville, TX, United States
    [filters.remote]
    [job_card.full_time]
    Looking to trade professionally from Lewisville, TX? We provide the capital, education, and structure—you bring the discipline and dedication. Maverick Currencies is seeking disciplined traders who ...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Entry Level Sales Representative - Remote

    Entry Level Sales Representative - Remote

    The Semler Agency • Irving, TX, US
    [filters.remote]
    [job_card.full_time] +1
    [filters_job_card.quick_apply]
    The Hoffmann Agency, a partner of Symmetry Financial Group, is looking for driven sales representatives to become a part of our team and help in protecting families across the nation with various f...[show_more]
    [last_updated.last_updated_30]
    PayPal Fraud Analyst

    PayPal Fraud Analyst

    TradeJobsWorkforce • 75354 Dallas, TX, US
    [job_card.full_time]
    Be part of our success story as a PayPal Fraud Analyst to review transactions and identify suspicious activity.Work with your team to maintain efficiency and high standards.Stay adaptable to changi...[show_more]
    [last_updated.last_updated_30] • [promoted]