Service Level Agreement Analyst (SLA Analyst)

Motorola Solutions; Oslo; On-site; NOK 800,000 - 1,050,000; Full time

Job summary

Motorola Solutions in Oslo is seeking an experienced SLA Analyst to join the Service design and transition team within the Nødnett Operations organization. You will collaborate with the service level manager to govern FLM suppliers, 3PV contractors, and KPI/SLA reporting.

You will review KPI and SLA reports, verify timelines, manage claims and invoices for FLM and 3PV, participate in customer meetings, and help improve SLM processes and reports to drive safer and more reliable operations.

Qualifications

• Bachelor's degree or equivalent required.
• Experience with customer support and supplier governance.
• Telecom industry experience preferred.
• ITIL knowledge is an advantage.
• Languages: Norwegian and English required.

Responsibilities

• Govern FLM suppliers and 3PV vendors.
• Review customer KPI and SLA reports and follow up.
• Verify timelines for individual cases.
• Prepare and administer claims towards 3PV and customer for additional work.
• Prepare purchase orders and invoices for FLM.
• Participate in customer and 3PV meetings.
• Provide input for operational changes and SL M processes.
• Optimize Service Level Management processes and reports.

Skills

Customer support

Supplier governance

ITIL knowledge

Telecom experience

English proficiency

Norwegian proficiency

Education

Bachelor's degree

Job description

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

The role will be part of the Service design and transition team in the Nødnett Operations organization responsible for the Operation and Maintenance of the Nødnett.

Job Description

The SLA Analyst will work alongside the Service level manager to ensure proper governance of the First Line Maintenance (FLM) suppliers, 3 rd party vendor (3PV) and Key Performance Indicator (KPI) reports.

• Supplier governance
• Review and analyze customer KPI and SLA reports and follow up internally.
• Verify time lines for individual cases.
• Review 3PV KPI and SLA reports and follow up when required
• Prepare and administer claims towards 3PV and customer for additional work
• Prepare and administer Purchase orders and invoices for FLM.
• Participate in customer and 3PV meetings
• Prepare/provide input to commercial change orders
• Provide input for operational changes
• Optimize Service Level Management (SLM) processes, procedures and reports

Basic Requirements

Experience: Experienced with Customer support and Supplier governance. Telecom experience is preferred. ITIL knowledge is an advantage.

Education: Bachelor's degree or equivalent

Languages: Norwegian and English is required

Soft Skills: Structured. Analytical and negotiation skills, must be a self-motivated team player able to work effectively with general guidance

Travel Requirements

Travel Requirements 10-25% Relocation Provided

Position Type

Position Type Experienced Referral Payment Plan No Company

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world.

If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

MOTOROLA SOLUTIONS OVERVIEW

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Learn more at www.motorolasolutions.com.