Reporting / SLA Analyst

The SLA Analyst will be responsible for managing Service Level Agreements (SLAs) within ServiceNow, ensuring timely and accurate tracking of performance metrics. Key tasks include:

1. Automating SLA and KPI reporting
2. Monitoring service delivery against agreed-upon targets
3. Analyzing performance data to identify areas for improvement
4. Collaborating with cross-functional teams to optimize SLA processes
5. Troubleshooting issues and enhancing reporting dashboards
6. Ensuring compliance with internal and external SLA requirements
7. Generating insightful reports and presenting findings to stakeholders

Strong analytical skills, attention to detail, and experience with ServiceNow are essential for success in this role.

Skills: reporting dashboards, data analysis, compliance, collaboration, service level agreements (SLAs), KPI reporting, troubleshooting, ServiceNow, KPI, reporting