Service Level Agreement Analyst (SLA Analyst)

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

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

Relocation Provided

Position Type

Referral Payment Plan

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.