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 automating SLA and KPI reporting, monitoring service delivery against agreed-upon targets, and analyzing performance data to identify areas for improvement. The role involves collaborating with cross-functional teams to optimize SLA processes, troubleshoot issues, and enhance reporting dashboards. The SLA Analyst will also ensure compliance with internal and external SLA requirements, generate insightful reports, and present 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