SLA Auditor

Location: Riyadh, KSANotice Period: Only Immediate joiners OR not longer than 30 days’ Notice Period.Job DescriptionThe SLA Auditor is responsible for monitoring, analyzing, and reporting on Service Level Agreements (SLAs) compliance. This role requires expertise in handling large data sets, strong proficiency in Excel, and experience with ServiceNow for tracking and managing SLA breaches. The SLA Auditor will identify SLA breaches, calculate penalties according to contractual agreements, and provide actionable insights to improve service delivery.Key Responsibilities:Monitor and analyze SLA performance data using Service Now and other tools.Manage and manipulate large data sets with advanced Excel skills to identify trends and anomalies.Detect SLA breaches promptly and accurately according to defined metrics and contractual terms.Calculate penalties and service credits based on SLA breach data and contract stipulations.Collaborate with service delivery teams to ensure SLA compliance and recommend corrective actions.Prepare detailed reports and dashboards summarizing SLA performance and breach impacts.Maintain accurate records of SLA metrics, breach incidents, and penalty calculations.Support audit and compliance activities related to service agreements.Continuously improve SLA monitoring processes and tools.Required Skills and Qualifications:Proven experience working with ServiceNow platform for SLA tracking and incident management.Advanced proficiency in Microsoft Excel, including pivot tables, formulas, and data analysis functions.Strong analytical skills with the ability to work with large and complex data sets.Understanding of SLA concepts, breach identification, and penalty calculation methodologies.Excellent attention to detail and accuracy in data handling.Good communication skills to liaise with internal teams and stakeholders.Ability to interpret contractual agreements related to SLAs and penalties.Understand vendor exclusion rights as defined in contractual agreements, which specify conditions under which certain vendors or services may be excluded from SLA calculations or penalties.Accurately apply exclusion criteria and perform penalty calculations by interpreting contract terms to ensure fair and compliant SLA breach assessments.Preferred Qualifications:Experience in IT service management or network operations environments.Familiarity with other data analysis or visualization tools.Knowledge of contract management and service delivery frameworks.If you are interested in this opportunity, please send your resume to S.Ahmad@flint-international.me ensure the position name is included in the subject line.FLINT INTERNATIONAL MIDDLE EASTHarnessing human insight to cut costs, fast-track tech adoption, and scale innovation globally.+966 11 227 3585info@flint-international.me+971 4 239 5321Flint International IT Services UAE, Burlington Tower, Office #905, Business Bay, Dubai, United Arab Emirates#J-18808-Ljbffr