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Service Level Analyst

Function: Technology
Location: Staples Corporate Center, Framingham, MA US
Date posted: 4/30/2018 3:05:52 PM
Type: Full-time
Permanent / Contract: Regular
Job number: 1046957
Position Summary:

The Service Level Analyst of Staples Digital Solutions (SDS) will proactively manage vendor partner hired services contract delivery with an objective to drive process, service quality and performance improvements while controlling operating and capital expenses for Staples and the vendor partner relationship. This role can be responsible for managing these activities through all phases of the contract life cycle – request for proposal, statement of work, transition and steady state. This includes negotiating Service Levels Agreements (SLAs) and Key Performance Indicators (KPIs), defining and implementing the methods of measurement, managing stakeholders to the service delivery targets and enforcing service penalties to contract terms. The position may perform a role in governing contracts to their delivery objectives and milestones across the SDS organization and vendor partners.

Primary Duties and Responsibilities:

• Develop and maintain strong working relationships with SDS managers, business area managers, process owners, vendor partners, and executive sponsors.
• Identify the service needs of various SDS managers and vendor partner to develop actionable plans that ensure the level of quality in service is delivered.
• Plan, organize, and facilitate recurring service review processes with stakeholders.
• Negotiate and obtain buy-in of the design, implementation, and maintenance of SLA or KPI measurement solutions.
• Drive SLA and KPI measurement standards across ITIL, Agile, SAFe, DEVOps Continuous Integration / Continuous Delivery, Software Quality Assurance and Security Vulnerability Management best practices.
• Communicate status, issues, risks, and changes to appropriate audiences. Proactively drive the closure of issues, mitigate risks and acquire change agreement with stakeholders.
• Facilitate corrective actions to maintain or improve service level programs.
• Define and socialize Service Level Management (SLM) processes, policies, rules, and guidelines.
• Independently manage multiple small/medium sized projects with medium-high complexity.
• Investigate and pilot performance / data analytics capabilities to identify service trends or organization behaviors as candidates for service or process improvements.


Required Skills
• Bachelor’s Degree
• Minimum of 4 – 6 years of experience
• Excellent verbal, written, presentation and facilitation skills.
• Excellent organization and time management skills to manage multiple projects with accelerated schedules.
• Outgoing, persistent, and tenacious; able to deal with uncertainty and change.
Strong analytical and critical thinking skills to synthesize complex processes or technical information to drive business direction and plans.
• Ability to influence decision makers and resolve conflicts across all levels of the organization.
• Ability to perform project manager functions including defining and socializing project charters, creating a work breakdown and prioritization; building and managing a plan and timeline following an Agile or Waterfall development methodology.
• Demonstrate innovative thinking related to service quality and its improvement.
• Experience managing vendor partner contracts and relationships.
• Experience performing data analysis, trending and reporting in tools such as MS Excel or Access.

Desired Skills
• Work experience
o In SAFe, Agile and DevOps methodology and best practices.
o ServiceNow application, SLA administration and report writing.
o Jira application capabilities, administration and report writing.
o Building process flows and swim lane diagrams in Visio.
o Coupa application requisition, purchase order, contract and supplier management.
• Proofreading and editing Statements of Work (SOWs) for content and format in the contract areas of Managed Services, Custom, Fixed Fee and Staff Augmentation (T&M).
• ITIL and Agile certifications.


Staples is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.


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