Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. Summary The Service Level Agreement (SLA) Analyst is responsible for overseeing the development, implementation, monitoring, and management of Service Level Agreements (SLAs) between Gainwell Technologies and its clients. This role ensures that all services delivered meet or exceed agreed-upon service standards and that any issues are identified and resolved promptly to maintain high customer satisfaction. The SLA Manager will work closely with key stakeholders, including service delivery teams, clients, and internal departments, to ensure continuous improvement and alignment of service objectives. The person in this role should be in the United States Eastern or Central Time Zone. Your role in our mission - Tracks, analyzes, and reports on service level performance against agreed-upon targets on a daily, weekly and/or monthly basis utilizing an array of reporting tools and solutions. - Monitors SLA performance via Power BI dashboards or other reporting tools, engaging with Service Level owners in case of degraded performance supporting early root cause investigation efforts. - Interprets performance data to identify trends, inconsistencies, and opportunities for operational improvement. - Communicates service level performance to account leadership and clients through monthly reviews. - Initiates, monitors and facilitates Service Improvement Plans (SIPs) through root cause investigation tasks, coordinates assignment of activities and manages root cause completion with Subject Matter Experts (SMEs) within the scope of Service Level Management to address underperformance, prevent recurrence and improve service quality. - Coordinates communications between functional areas or departments and clients to support SIPs/RCA development and execution. - Calculates penalty at-risk for breached service levels. - Conducts annual reviews (as appropriate) of the entire Service Level Management process and provides recommendations to account leadership. What we're looking for - Bachelor’s degree in Business Administration, Information Technology, or related field, or commensurate work experience. - Five (5) or more years of experience in service delivery management, SLA management, or IT service management. - Proficiency in Excel or other data visualization tools (e.g., Tableau, Power BI, SQL) required. - Working knowledge of ServiceNow ticketing system, with knowledge of how SLAs are configured within ServiceNow a plus. - Familiarity with service management frameworks (e.g., ITIL, Agile). - Strong attention to detail, strong analytical and organizational skills, ability to meet deadlines, work with little to no supervision. - Excellent communication skills, with the ability to work effectively with clients, senior leadership, and cross-functional teams. - Familiarity with Gainwell Technologies’ service offerings and industry sectors, especially healthcare or Medicare/Medicaid related services. What you should expect in this role - This is a full-time permanent regular salaried (W-2) employee position. - Monday through Friday work schedule (40 hours per week). - Upward career advancement is possible and encouraged. - Health (medical, dental, vision) benefits start on day 1 of employment. - Company match 401K and other benefits available within months of starting. - New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date. - Company provided computer for work use. - For all hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload. Greater speeds will of course provide better performance. - Applying to this position does not gurantee an interview. If selected, video cameras must be used during all interviews, as well as during the initial week of orientation, if hired. - This position will remain posted to take applications until March 18, 2026. #LI-NB1 #LI-DS1 #LI-REMOTE The pay range for this position is $64,500.00 - $92,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities. We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings. Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

• Reviewing and processing appeals and grievances submitted by Members and Providers • Documenting and investigating the substance of the appeal, grievance, or complaint • Notifying involved parties of the outcome of a review • Providing excellent customer services to members, providers and CMS • Maintaining knowledge of and adhering to CMS regulations and guidelines

• Serve as the primary technical escalation point for complex incidents across Storage, UNIX, and Backup technology stacks, providing expert guidance to junior analysts • Lead incident response during critical outages, coordinating actions across team members and engineering partners to drive rapid resolution • Coach and mentor Service Analyst I team members, providing technical guidance and supporting career development • Develop and maintain deep technical expertise across multiple infrastructure domains • Drive knowledge sharing across the NOC team through documentation, SOPs, and active participation in training and development sessions • Lead by example in proactive monitoring and rapid response to alerts across multiple technology stacks, consistently achieving strong Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR) metrics • Champion 'Zero Wait' principles in incident response, taking immediate and decisive action on Emergency Command Center (ECC) calls without waiting to be prompted • Critically evaluate and improve Standard Operating Procedures (SOPs) while identifying strategic opportunities to enhance processes and automate complex tasks • Lead shift turnover meetings to ensure seamless 24/7 operational coverage and comprehensive knowledge transfer • Actively contribute to and help prioritize the Service Improvement Backlog (SIB) with strategic ideas that substantially enhance service delivery and eliminate customer friction points • Provide advanced Level 2 support for enterprise infrastructure systems including Storage SAN, NAS and OBS (Brocade, Hitachi, Pure, Scality, Cisco MDS), Linux (RedHat), and Backup (Rubrik) technologies, with minimal escalation required for common and moderately complex issues • Design and execute incident remediation strategies for both documented and novel problems, applying advanced technical judgment in complex or ambiguous scenarios • Lead post-incident Retrospective reviews and problem management activities, driving root cause analysis and implementing preventive measures against recurring issues • Partner closely with engineering teams to implement and validate system changes, providing strong operational perspective and ensuring readiness for production • Apply advanced techniques with monitoring tools including Netcool, Tivoli, Prism Element / Central, Datadog, and Azure Data Explorer (ADX) to proactively identify, diagnose, and prevent system issues • Analyze complex incident patterns and trends to architect automation solutions that reduce manual intervention and improve service outcomes • Develop comprehensive knowledge base strategies and ensure knowledge artifacts meet high quality standards for accuracy and usability across the NOC team • Present at service reviews and demo sessions with technology partners, showcasing NOC operational improvements and contributions • Drive the team's KPI improvements through technical expertise, process optimization, and a continuous improvement mindset • Lead significant contributions to the NOC automation pipeline by identifying, designing, and advocating for automation solutions that improve service delivery

• Responsible for the oversight and integration for successful onboarding of new or reactivated providers • Establish and maintain comprehensive onboarding implementation processes with recruitment, credentialing, HR, IT, and clinical teams • Confidently own a “book of business” and KPIs of the health of each stage • Create and maintain detailed project plans and timelines for onboarding activities • Facilitate education to enable completion of key onboarding activities including training sessions and job aides • Provide 1:1 onboarding support to providers during standard and non-standard business hours • Ensure completion of all learning management system module completion • Organize orientation, first month’s schedule, travel requirements, and system access