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Service Level Reporting Analyst job in Irving

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Verizon jobs
Country:  United States
State:  Texas (TX)
City:  Irving
Job Category:  Customer Service
What you'll be doing...
You will be responsible for providing core service level management reporting activities to a significant customer(s). After we install a wide range of technologies, the Client Services team is responsible for ensuring customer satisfaction every day. You will be the voice of Verizon and an advocate for your customer as you work to continually improve our service. In this role, a vital part of the customer experience is in your hands. The work will be fast-paced, results-oriented and involve working closely with other functional teams.
The Service Level Reporting Analyst will perform the following responsibilities:
  • Review Verizon's contract performance for compliance with the terms of the Agreement, including monitoring of all minimum volume commitment thresholds. Report results in the monthly meeting.
  • Facilitate communication between Client and Verizon Executives, including the escalation of Client or Verizon performance issues as required.
  • Monitor ongoing service management to ensure compliance with SLAs and performance commitments.
  • Prepares performance reports and service level reports; these reports will collectively show Verizon's compliance or degree of non-compliance with service levels and compliance with associated performance requirements.
  • Maintains a repository of performance reports provided.
  • Manages dashboard reporting, as mutually agreed to with the Client and documented in the Process and Procedures Manual.
  • Cooperates with the Client to assess service level and other contractual remedies; initiates and manages the process of service credit requests based on non-compliant performance with respect to signed agreement.
  • Ensure that improvement initiatives identified in Service reviews are acted on and updates are provided to Client.
  • Ensure that changes are assessed for their impact on Service levels.
  • Identify opportunities for Service improvement and risk mitigation and engage Client and Verizon resources to address those opportunities and develop Service Improvement Plan (SIP) as appropriate.
  • Create contract SLA Index.
What we're looking for...
You'll need to have:
  • Bachelor's degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • Experience with Microsoft Office Product Suite, including PowerPoint, Excel & Word.
Even better if you have:
  • ITIL v3 certification or completed within 6 months of start date.
  • Service Level Management Reporting or related experience.
  • Project management understanding and familiarity with core concepts.
  • Knowledge of project management software (MS Project, Clarity).
  • Strong verbal & written communication skills.
  • Excellent organizational skills.
  • Leadership skills.
  • Ability to manage and negotiate with required internal and external organizations.
When you join Verizon...
You'll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America's fastest and most reliable network, we're leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we're about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

Employer:  Verizon


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