Contract Performance Analyst

hace 6 días


San Francisco, Heredia, Costa Rica Experian A tiempo completo

**Company Overview**

We are a global information services company that empowers consumers and businesses to make informed decisions with confidence.

In our rapidly changing world, we help individuals take control of their data, businesses thrive in a competitive market, lenders lend responsibly, and organizations prevent identity fraud and crime.

Our diverse team of 20,000 people operates across 44 countries, investing in new technologies, talented people, and innovation to maximize every opportunity.

**Job Summary**

We are seeking an experienced Contract Performance Analyst to join our team. As a key member of our Service Management team, you will work closely with internal stakeholders and external service providers to establish and manage Service Level Agreements (SLAs).

Your primary responsibilities will include:

  • Managing existing SLAs, identifying areas for improvement, and negotiating updates with service providers
  • Developing and maintaining performance metrics, tracking SLA adherence, and reporting on service delivery metrics
  • Conducting root cause analysis to identify issues affecting service levels and implementing corrective actions
  • Auditing and managing risks associated with service contracts
  • Collaborating with cross-functional teams to design quality requirements and perform monthly quality checks

**Key Responsibilities**

  • 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, tracking incoming reports, validating data and SLA results, ensuring contractual timelines are being met, preparing SLA scorecards, maintaining 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

**Required Skills and Qualifications**

To succeed in this role, you will need:

  • Bachelor's Degree or equivalent experience in Computer Science, Information Systems, or a related field
  • 10+ years of experience in SLA management, with a strong background in data management, validation, and reporting
  • Advanced skills in MS Excel, Power BI, or Tableau
  • Vendor and contract management experience is a plus
  • ITIL foundation certification or training is a plus

**What We Offer**

We offer a dynamic work environment, opportunities for career growth and development, and a competitive compensation package.



  • San Francisco, Heredia, Costa Rica Kyndryl A tiempo completo

    About KyndrylKyndryl is a global leader in IT infrastructure services, helping companies and people grow strong. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day.Job DescriptionThe main purpose of this role is to assist the account to be in compliance with the terms and conditions of the...

  • Contract Analyst

    hace 2 semanas


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

    10 Openings- Heredia**Role description**:**Contract Analyst****Analyst I - Operations****Who We Are**:Born digital, UST transforms lives through the power of technology.We walk alongside our clients and partners, embedding innovation and agility into everything they do.We help them create transformative experiences and human-centered solutions for a better...


  • San Francisco, Heredia, Costa Rica Sgf Global A tiempo completo

    About the RoleWe are seeking a talented Business Analyst I to join our team at Sgf Global.This is an exciting opportunity to work in a dynamic and innovative environment where you will be responsible for analyzing ELA terms and conditions in conjunction with the review process to ensure that customers are compliant.The ideal candidate will have experience...


  • San Francisco, Heredia, Costa Rica Kyndryl A tiempo completo

    About This RoleAs a Commercial Contract Coordinator at Kyndryl, you will play a key role in ensuring the success of our clients by managing contract performance measurements and optimizing profit contribution.ResponsibilitiesManage contract performance measurements and performance against established plan to optimize profit contribution.Support the Resource...


  • San Francisco, Heredia, Costa Rica Equifax A tiempo completo

    We are Equifax, a leading provider of data insights and analytics solutions. Our Mass Ops Migration Analyst will play a critical role in ensuring the smooth transition of contracts and provision of high-quality reports to our stakeholders.**Job Summary:**In this role, you will be responsible for performing contract migrations, identifying and resolving user...


  • San Francisco, Heredia, Costa Rica Grupo Preseleccion Ely S.A. A tiempo completo

    Grupo Preseleccion Ely S.A. is seeking a talented individual to fill the role of Contract Management System Implementation Lead. As a key member of our team, you will be responsible for implementing a SAAS based contract management system and integrating it with other related systems.We are looking for a highly skilled Business Systems Analyst with prior...


  • San Francisco, Heredia, Costa Rica Grupo Preseleccion Ely S.A. A tiempo completo

    As an Enterprise Contract Management System Specialist at Grupo Preseleccion Ely S.A., you will play a key role in implementing a SAAS based contract management system and integrating it with other related systems. Your primary responsibilities will include liaising with the SAAS vendor, IT, and the relevant Legal team members to complete project tasks.The...


  • San Francisco, Heredia, Costa Rica Kyndryl A tiempo completo

    Kyndryl is at the forefront of progress, dedicated to helping companies and individuals grow strong. We design, build, manage, and modernize mission-critical technology systems that the world relies on every day.Our team is actively discovering, co-creating, and strengthening. We push ourselves and each other to seek better, to go further, and carry this...


  • San Francisco, Heredia, Costa Rica Kyndryl A tiempo completo

    Join Our TeamWe are seeking a highly skilled Contract Commercial Manager to join our team in Costa Rica. As a key member of our team, you will be responsible for managing contract activities and achieving contract performance targets.About the JobYour key responsibilities will include:Facilitating the management of contract activitiesManaging contract...


  • San Francisco, Heredia, Costa Rica Kyndryl A tiempo completo

    Company OverviewKyndryl is a global technology leader dedicated to helping companies and people grow strong. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day.Job DescriptionWe are seeking a highly skilled Contract Commercial Manager to facilitate the management of contract activities and...


  • San Francisco, Heredia, Costa Rica Citi A tiempo completo

    About the RoleThis Sourcing Senior Analyst role is responsible for managing a large book of work of sourcing projects and contracts, working with business stakeholders, internal colleagues, and external suppliers to negotiate new or renew agreements.The successful candidate will be responsible for negotiating and drafting contract terms and conditions,...


  • San Francisco, Heredia, Costa Rica Experian A tiempo completo

    About the RoleThis is an exciting opportunity to join our team as a Contract Reimbursement Coordinator. As a Contract Reimbursement Coordinator, you will be responsible for monitoring contractual allowances, analyzing and pursuing appeal opportunities with payers and networks, and reporting appeals performance.Key Responsibilities:Monitor contractual...


  • San Francisco, Heredia, Costa Rica Experian A tiempo completo

    About UsExperian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle. Fueled by best-in-class data and innovative technology, we help businesses make smarter decisions, identify consumers, and collect.The RoleWe are looking for an experienced Data Insights Specialist who will support...


  • San Francisco, Heredia, Costa Rica Citi A tiempo completo

    Job Summary:We are looking for a Platform Performance Analyst to join our team. The successful candidate will be responsible for ensuring the smooth operation of our systems and processes.Main Responsibilities:Fulfill client needs while providing exceptional serviceMaintain processes calendars and update activities regularlySupport User Acceptance Tests and...


  • San Francisco, Heredia, Costa Rica Kyndryl A tiempo completo

    559867BR**Why Kyndryl**Our world has never been more alive with opportunities and, at Kyndryl, we're ready to seize them.We design, build, manage and modernize the mission-critical technology systems that the world depends on every day.Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong.Our people are actively...


  • San Francisco, Heredia, Costa Rica Moody'S A tiempo completo

    Making better decisions is at the heart of what we do at Moody's. Our goal is to empower organizations to achieve their full potential by delivering innovative solutions that meet their unique needs.The Sales Operations team is instrumental in driving this mission forward, ensuring seamless execution and continuous improvement across our global...


  • San Francisco, Heredia, Costa Rica Kyndryl A tiempo completo

    559761BR**Why Kyndryl**Our world has never been more alive with opportunities and, at Kyndryl, we're ready to seize them.We design, build, manage and modernize the mission-critical technology systems that the world depends on every day.Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong.Our people are actively...


  • San Francisco, Heredia, Costa Rica Sgf Global A tiempo completo

    Sgf Global invites applications for the position of Commercial Contract Reviewer. As a key member of our team, you will be responsible for analyzing ELA terms and conditions to ensure customers' compliance. Your experience in reviewing others' work and delivering associated training will enable you to improve quality and efficiency in our operations.You will...


  • San Francisco, Heredia, Costa Rica Kyndryl A tiempo completo

    Job DescriptionWe are seeking a highly skilled Financial Analyst to join our team in Costa Rica. As a key member of our finance department, you will be responsible for accurately and punctually submitting invoices to clients.In this role, you will work closely with various stakeholders to ensure the accuracy of financial data and communicate effectively to...


  • San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Company DescriptionExperian 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...