Senior SLA Analyst

Uniti; Sherbrooke; On-site; CAD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a detail-oriented SLA Analyst to join their team. In this role, you will be responsible for analyzing Key Performance Indicators (KPIs) related to Service Level Agreements, specifically for Cellular Backhaul customers. Your analytical skills will be critical as you gather and interpret data, audit trouble tickets, and collaborate with various departments to ensure accurate SLA reporting. This position offers the opportunity to work in a fast-paced environment where your contributions will directly impact customer satisfaction and service quality. If you're passionate about data and thrive in a dynamic setting, this role is perfect for you.

Qualifications

• Proficiency in Excel and strong analytical skills are essential.
• Experience with data analysis specific to SLAs is preferred.

Responsibilities

• Gather and interpret KPI information related to SLAs for customers.
• Audit and close carrier trouble tickets for consistency.
• Collaborate with IT and Finance for SLA reporting.

Skills

Data Analysis

Attention to Detail

Excel Proficiency

Strong Grammar Skills

Math Skills

Education

Bachelor's Degree or Equivalent Experience

Tools

SevOne

InfoVista

Job description

The SLA Analyst is responsible for data analysis of Key Performance Indicators (KPIs) related to Service Level Agreements specific to customer contracts.

Essential Duties & Responsibilities:

1. Gathering and interpreting KPI information related to SLA for specific customers, primarily Cellular Backhaul customers.
2. Auditing carrier trouble tickets for proper grammar and wording.
3. Closing carrier trouble tickets to ensure consistent information in the resolution and identifying the cause of service issues; determining if proper coding was used.
4. Working with Finance to approve or deny credit requests based on SLA data, and assessing the validity of credit claims.
5. Preparing SLA-related trouble ticket reports for specific customers.
6. Collaborating with IT, NOC, and Circuit Management groups to ensure SLA reporting sites are properly configured.

Qualifications:

To perform this job successfully, an individual must perform each duty satisfactorily. The requirements below are representative of the necessary knowledge, skills, and abilities. Reasonable accommodations may be made for individuals with disabilities.

Education and Experience:

• Proficiency in Excel and formulas.
• Strong grammar and math skills.
• Attention to detail.
• Experience with SevOne and/or InfoVista is a plus.

Physical Demands:

The physical demands below are representative of those needed to perform the essential functions. Reasonable accommodations may be provided.

• Sitting, standing, and walking.
• Bending, stooping, climbing ladders, and crawling.
• Keyboarding/typing.
• Long hours, including overtime and weekends as necessary.
• Reading effectively from screens, sampling devices, or paper copies.

Working Conditions:

• Handling multiple tasks in a stressful environment with a positive attitude.
• Managing a high volume of work in a fast-paced office environment.
• Travel up to 20%.
• Working flexible hours, including evenings, holidays, and weekends.

Uniti is an equal opportunity employer, prohibiting discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity, or any other protected characteristic under law.