Service Level Agreement Analyst (Remote in USA)

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

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 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. 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.

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).
• Travel may be required occasionally.
• 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.
• Applying to this position does not gurantee an interview. If selected, video cameras must be used during all interviews, as well as during the initial week of orientation, if hired.
• This position will remain posted until March 17, 2026, to take applications.

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