Job Description:
The Jr.SLA Analyst is responsible for the data analysis of Key Performance Indicators(KPI's) that related to Service Level Agreements specific to customer contracts.
Essential Duties & Responsibilities:
- Gathering and interpretation of KPI information related to SLA information for specific customers. (Primarily Cellular Backhaul customers.)
- Audits carrier trouble tickets for proper grammar and wording.
- Closes carrier trouble tickets to ensure consistent information is provided in the resolution, as well as, the cause of any service issues is identified in the trouble ticket. Determines if proper coding of issue/resolution was used.
- Works with Finance to approve or deny credit requests based upon SLA data. Determines if a credit claim is valid or not based upon the criteria set forth in the SLA documentation.
- Prepares trouble ticket reports for specific customers as it relates to SLA and reporting.
- Works with IT, NOC, and Circuit Management groups to ensure that all sites that require SLA reporting are properly configured to deliver that information to the systems that monitor SLA KPI's.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/ or Experience:
- Must have Excel and Excel formula experience.
- Grammar and math skills.
- Attention to detail.
- SevOne and/or InfoVista experience a plus.
Physical Demands:
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Sitting, standing, and walking.
- Bending, stooping, climbing ladders and crawling.
- Keyboarding/typing.
- Long hours involving overtime and weekends as necessary.
- Ability to read effectively from a computer screen, sampling device and/or a paper copy.
- Ability to work multiple tasks in a stressful environment while maintaining a positive and pleasant manner with others
- Ability to handle a large volume of work and perform multiple tasks in a fast-paced office environment
- Ability to work flexible hours including evenings, holidays, and weekends
- Ability to effectively and productively work in a remote environment
Uniti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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