Sla/contracts Reporting Analyst Manager

hace 2 semanas

San Francisco, Heredia, Costa Rica Experian A tiempo completo
Company Description

Experian is the world's leading global information services company.

During life's big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence.

We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.


We have 20,000 people operating across 44 countries and every day we're investing in new technologies, talented people, and innovation to help all our clients maximize every opportunity.


Job Description:


We are looking for an innovative and experienced SLA/Contracts reporting analyst Manager to to create data-driven ideas to improve our functioning.

The SLA/Contracts reporting analyst Manager will work closely with our Service Management teams and will be responsible for helping to establish and manage Service Level Agreements, as well as ensuring all contractual obligations are met by our 3rd party service providers for the Employee Technology & Operations Teams.

You will also be responsible for identifying and creating performance metrics, SLA measurement and reporting, Root Cause Analysis of Service levels and other service delivery metrics, and auditing and risk management of the service contracts.

This position requires strong MS Excel skills, strong data analysis, reporting and management, strong organizational skills, and strong communication skills.


Contract & SLA Governance Responsibilities:

  • Obtain raw data from all relevant departments and pertinent individuals, compile and clean the information, and then analyze the data and create reporting.
  • Provide continued support of existing Service Level Agreements, in addition to standing up new SLAs, SLA processes, and tracking related to existing and new IT Service Providers
  • Manage and maintain Service Level Agreements for internal teams and external IT Service Providers, as a part of Performance Management, with heavy data management
  • Maintain the existing Service Level Program through SLA outputs, track incoming reports, validate data and SLA results, ensuring contractual timelines are being met, prepare SLA scorecards, maintain trackers for inputs and outputs, and contract documentation
  • Manage performance to SLAs and against KPIs
  • Ensure contractual obligations are fulfilled, including agreed Service Improvement action plans and report status as required
  • Manage Service Level Credits and work with Finance to ensure they are applied correctly
  • Understand the customer experience and expectations, including managing escalations
  • Build communication plans to address internal and external escalations
  • Maintain contingency plans and risks
  • Deliver efficiencies and service improvements, leading on continuous improvement initiatives, including Improving the customer experience including proactive action to prevent future complaints; Regular benchmarking and alternative service modelling activities; Process efficiencies and communications enhancements; Ensuring appropriate career development and knowledge sharing opportunities are addressed with 3rd party if needed
  • Responsible for developing and implementing a strategic direction for supplier performance, working with top leadership and senior managers across departments.
  • Work with a wide range of internal and external stakeholders to ensure the supplier performance and contract management strategy is understood and that effective support for the strategy is achieved.
  • Work closely with various departments to design quality requirements and perform monthly quality checks for Helpdesk, Field Services, Asset Management, and Desktop Engineering tickets and call quality.
  • Ensure the endtoend process in each team is communicated and any Service Improvement Plans are put in place if need be.
  • Strong attention to detail and have analytical and problemsolving abilities.
  • Interpret and implement quality assurance standards and provide accurate and comprehensive feedback to colleagues.
  • Identify common issues, and escalate to appropriate teams
  • Recommend, implement, and monitor preventative and corrective actions to ensure quality assurance standards are achieved.
  • Creation of Executive dashboards to showcase progress of 3rd party vendor
  • Monthly KPI reporting

Qualifications:

Global Digital Workplace SLA/Contracts Reporting Analyst Manager Requirements:

  • A Bachelor's Degree or equivalent experience in Computer Science, Management Information Systems, econometrics, statistics or a related field.
  • Demonstrable experience as a reporting analyst.
  • Knowledge of suitable data analytic processes.
  • Proven experience creating datadriven knowledge that promotes profitability.
  • Ability to create, update, and share databases.
  • Strong troubleshooting and report

  • Planning & Reporting Analyst

    hace 2 semanas

    San Francisco, Heredia, Costa Rica British American Tobacco A tiempo completo

    BAT is evolving at pace - truly like no other organisation.To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day.Come be a part of this journeyBAT COSTA RICA IS LOOKING FOR A PLANNING & REPORTING ANALYSTSENIORITY LEVEL:Experienced - Non-Management LevelFUNCTION:DBSSALARY RANGE:Competitive...

  • Sr Analyst Contracts Commercial Operations

    hace 2 semanas

    San Francisco, Heredia, Costa Rica BAXTER A tiempo completo

    This is where you save and sustain livesAt Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.Baxter's products and therapies are found in almost...

  • Analyst, Contracts Commercial Operations

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Baxter A tiempo completo

    This is where you save and sustain lives At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. Baxter's products and therapies are found in...

  • Business & Reporting Analyst

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Auxis A tiempo completo

    Job Summary:The Business & Reporting Analyst will act as main point of contact for business KPI insights & Trends.This role will be responsible of reporting, data analysis & stakeholder managementResponsibilities: Design and develop automated reporting solutions and dashboards to enable stakeholders to manage the business and make effective decisions....

  • Contracts Specialist

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo

    _ Responsibilities: _ Drives multiple complex operational processes, such as Compliance queries and solutions, resolve data management cases, Contracts complex situations and nonstandard cases. Acts as a project manager for moderately complex, small to medium projects. Provides guidance and leadership to entry level employees._ Education and Experience...

  • Reporting Analyst

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    The KYC Operations Intmd Analyst is an intermediate-level position responsible for Anti-Money Laundering (AML) monitoring, governance, oversight and regulatory reporting activities in coordination with the Compliance and Control team. The overall objective of this role is to develop/ modification or delievery of any existing report and aswell the creation of...

  • Temporary Contracts Analyst, Commercial Operations

    hace 2 semanas

    San Francisco, Heredia, Costa Rica BAXTER A tiempo completo

    This is where you save and sustain livesAt Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.Baxter's products and therapies are found in almost...

  • Analyst, Data Reporting

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Qualfon A tiempo completo

    ANALYST, DATA REPORTINGPosted On:May 31, 2023Location: Heredia, Heredia, CRCompany:Qualfon Job Summary Responsibilities Generate reports by gathering data and presenting it in a manner that is intuitive and professional Use reporting tools to monitor key performance metrics regarding backend errors Conduct research on issues encountered by customers and...

  • Contracts Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo

    Company DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for...

  • Planning & Reporting Analyst (Fp&a)

    hace 2 semanas

    San Francisco, Heredia, Costa Rica British American Tobacco A tiempo completo

    BAT is evolving at pace - truly like no other organization.To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journeyBAT COSTA RICA IS LOOKING FOR A PLANNING & REPORTING ANALYST (FP&A)SENIORITY LEVEL:Experienced non-managementFUNCTION: FinanceLOCATION:Heredia,...

  • Planning & Reporting Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica British American Tobacco A tiempo completo

    BAT is evolving at pace - truly like no other organisation.To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journeyBAT Costa Rica IS LOOKING for A BILINGUAL - PLANNING & REPORTING MANAGERSENIORITY LEVEL: ManagementFUNCTION:FinanceSALARY RANGE: Competitive...

  • Finance Reporting Sr. Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    The Finance Reporting Senior Manager is a senior management level position responsible for accomplishing results through the management of a team or department in an effort to provide regulatory analysis and reporting in coordination with the Finance team. Additionally, the Finance Reporting Senior Manager develops reporting and control procedures to...

  • Contracts Specialist

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo

    _ Responsibilities: _ Drives multiple complex operational processes, such as Compliance queries and solutions, resolve data management cases, Contracts complex situations and nonstandard cases. Acts as a project manager for moderately complex, small to medium projects. Provides guidance and leadership to entry level employees._ Education and Experience...

  • Business Analyst I

    hace 2 semanas

    San Francisco, Heredia, Costa Rica SGF Global A tiempo completo

    Business Analyst I- Opportunity to Quote Operations, WW Sales Management Support RenewalsWhy will you enjoy this new opportunity?The Business Analyst position will appeal to someone who thrives working in a fast-moving Renewal Sales environment at the forefront of opportunity forecasting, reporting, and business analysis. Accelerate our transition to a...

  • Sourcing Senior Analyst

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    The Citi Global Sourcing (CGS) Sourcing Senior Analyst is responsible for supporting the Personal Banking Wealth Management Group (PBWM) on various Strategic Sourcing Initiatives and projects. This includes creating or renewing contracts, managing the overall contractual process, on-boarding new Suppliers, supporting Requests for Proposals (RFP's) and...

  • Finance Reporting Analyst

    hace 3 días

    San Francisco, Heredia, Costa Rica Citigroup A tiempo completo

    The Finance Reporting Analyst 2 is an intermediate level position responsible for the generation, tracking and submission of financial reports in coordination with the Finance Team. The overall objective of this role is to accurately prepare and report business/financial transactions, reports and statements in accordance with local regulatory...

  • Sr Direct Tax Analyst

    hace 2 semanas

    San Francisco, Heredia, Costa Rica British American Tobacco A tiempo completo

    BAT is evolving at pace - truly like no other organization.To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journeyBAT Costa Rica IS LOOKING for SR DIRECT TAX ANALYSTSENIORITY LEVEL:Non-managementFUNCTION:FinanceSALARY RANGE: Competitive salary + excellent...

  • Finance Reporting Analyst 2

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    The Finance Reporting Analyst 2 is an intermediate level position responsible for the generation, tracking and submission of financial reports in coordination with the Finance Team. The overall objective of this role is to accurately prepare and report business/financial transactions, reports and statements in accordance with local regulatory...

  • Jr. Analyst, Contracts

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Baxter A tiempo completo

    This is where you contribute to saving and improving livesJoining Baxter means being part of a mission-driven organization that positively impacts millions of individuals globally. Your work at Baxter directly influences patient outcomes and contributes to healthcare transformation through innovative products and therapies.At Baxter, you'll find a fulfilling...

  • Planning & Reporting Assistant Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica British American Tobacco A tiempo completo

    BAT is evolving at pace - truly like no other organization.To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journeyBAT Costa Rica IS LOOKING for A BILINGUAL - Planning & Reporting Assistant ManagerSENIORITY LEVEL: ManagementFUNCTION:FinanceSALARY RANGE:...