5 days old

Project Coordinator

Kissimmee, FL 34747
  • Job Code
  • Payrate
    $30 To $42

This role performs operational work for Service Level Management across the organization.

Responsibilities include:

- Manage the Service Level Mgt Program:

~10% = 16-20 hours/month

o Own and maintain the SLM QMS documentation

- Policy & Process Ownership & Governance: reviews, modifications, approvals, etc.

- Track contact information for all SLA and OLA measurements

- Manage the overall reporting schedule

o Train suppliers and SDM's as needed

o Support Contracts during contract reviews/modifications

- Provide information on our capabilities and recommendations for managing SLA's, pain points, lessons learned, etc.

o Participate in weekly and monthly supplier governance/CSI meetings across TWDC

- Manage & Support the Service Level Management Product:

~40% = 64-70 hours/month

o Consulting with stakeholders across TWDC to design Service & Operational Level Agreements

- Partner with Service Owners to understand their SLA reporting challenges, and underlying issues that need correction

o Collaborate with other Product Owners to understand technical triggering / field conditions (e,g. incident, problem, request process owners)

o Build and maintain Service & Operational Level Agreements within ServiceNow

o Troubleshoot and respond to incidents and requests (e.g. calculation issues with SLA's)

o Track incidents, requests and stories that are named in Supplier Relief requests to manage overall priority

o Validating and maintaining integrity of SLA data across ServiceNow environments

o Participate in special projects as needed (e.g. Gen3, vendor name changes, baselining new SLA's,etc)

- Manage SLA Reporting activities:

~50% = 80-86 hours/month

- Understanding contractual SLA details and scope for suppliers (e.g. HCL-Infra, HCL-AMS, Xerox/Atos, Accenture-AMS, Blue Jeans, HP, etc.)

- Manage master list of SLA product & process issues and proposed technical solutions

- Facilitate Quarterly & Annual SLA review meetings:

- Assist SDM's in analyzing SLA performance trends and make necessary adjustments to SLA

- Gather proposed SLA changes from Service Owners for each Supplier

- Review, analyze and validate previous year's performance of each SLA to determine new expected/minimum targets

- Facilitate Quarterly & Annual Review Meetings

- Update Attachment 3A with changes and submit to Contract Manager

- Manage Monthly Reporting:

- Administer the Sharepoint site for Monthly SLA Report posting

- Review collection of monthly SLA reports, perform data analysis to ensure accuracy and completion

- Host monthly data validation meetings with Suppliers and SDM's

- Create monthly executive report

- Create Credit reports & facilitate Relief request reviews with Suppliers & SDM's

- Track and manage SLA EarnBack eligibility per Supplier and make necessary adjustments to impacted SLA related documents as well as conduct necessary communication

- Determine default allocation back to impacted Business Unit based on missed critical SLAs

- Track SLA dispute status and update impacted SLA documents

- ServiceNow;


- SLA;

- SharePoint; Excel;

- Excellent planning, organizing, and project management skills;

- Excellent verbal, written and presentation skills;

- Analytical/Logical; High attention to detail; Self-directed

BA/BS degree or equivalent experience


  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Project Coordinator

Randstad Technologies
Kissimmee, FL 34747

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Project Coordinator

Randstad Technologies
Kissimmee, FL

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