Role: Service Level Analyst
The Service Level Analyst analyzes the collected data to report on performance of the Services. This role analyzes deviations from the agreed levels, suggest actions or improvements.
Role Sets: Service Level Management Roles
Relationships

Analyze Service Improvement FeasibilityCollate Service Metric DataCollect Customer Satisfaction Data and TrendsCollect Evaluation ResultsEvaluate Performance Against SLAGenerate Service Achievement ReportIdentify Candidate Service Improvement ElementsIdentify Potential or Actual Service BreachesIdentify Service IssuesInvestigate Problem IssuesMonitor Service MetricsPlan Service ReviewProduce Gap AnalysisReport Service Target BreachReview Service Results With CustomerService Achievement ReportsService Improvement PlanService Level Feasibility RequestService_Level_Analyst
Additionally Performs
Modifies
Main Description

Responsibilities

  • Works with Service Delivery Managers and other areas to investigate discrepancies or rectify incomplete data/information.
  • Analyzing collected data
  • Works with Service Delivery Managers to assure that positive/negative trends and incidents are identified and resolved. Initiates corrective action.
  • Insures that drill down analysis is performed where necessary to identify root causes of negative trends.
  • Analyzes performance trends and problem impacts.
  • Analyze and report on trends across different lines of business.

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