Contract Performance Analyst
hace 6 días
**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.
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