Gainwell Technologies · 4 hours ago
Service Level Agreement Analyst (Remote in USA)
United States
Full-time
Remote
Mid, Senior Level
$64K/yr - $92K/yr
5+ years expGainwell Technologies is a company that values contributions and promotes career growth. The Service Level Agreement (SLA) Analyst is responsible for managing and ensuring the effectiveness of SLAs between the company and its clients, focusing on service delivery and customer satisfaction.
Health CareInformation Technology
Responsibilities
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
Qualification
Required
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
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
Benefits
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.
Company provided computer for work use.
Comprehensive health benefits
Educational assistance.
Variety of leadership and technical development academies to help build your skills and capabilities.
Company
Gainwell Technologies
Gainwell Technologies is a provider of Information Technology & Services. It is a sub-organization of Veritas Capital.
10001+ employees
H1B Sponsorship
Gainwell Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (90)
2024 (78)
2023 (56)
2022 (96)
2021 (33)
Funding
Current Stage
Late StageTotal Funding
$1M2023-06-06Grant· $1M
Leadership Team
Paul N. Saleh
President and Chief Executive Officer
Gary Call
Chief Medical Officer
Recent News
bloomberglaw.com
2025-12-12
GlobeNewswire
2025-12-11
Company data provided by crunchbase