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Global KPI Specialist


Providence, RI, US, 02903

Requisition ID:  7671

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines to Lotteries to Interactive. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has over 12,000 employees. 


IGT is committed to fighting the COVID-19 pandemic. All newly hired employees at IGT must receive the final dose of the COVID-19 vaccine before they begin work unless they are approved for medical or religious accommodation.


A growing team within IGT needs a Global KPI Specialist to help the company better monitor and understand its many data points. As the business changes, IGT is in need of an analytical mind to be responsible for collecting data from various groups across the organization. Additionally, this person will be responsible for measuring results against a global SLA and KPI dashboards.


  • Define and update the Quality-of-Service Dashboard on a monthly basis
  • Define and update detailed reports to monitor contractual/target SLAs (acknowledge time, resolution time, etc.) related to platform and network incidents
  • Define and weekly update of the detailed reports on platform and network incidents
  • Definition and weekly/monthly update of performance reports on main B2C Contact Centers


  • Previous experience of at least 2 years on KPI monitoring
  • Ideal candidate will have a degree in Network Engineering
  • Excellent knowledge of written and spoken English
  • Excellent analytical and reporting skills
  • Network and IT infrastructure basic knowledge
  • Ability to manage and address issues
  • Proven prior success working in a team environment
  • Demonstrates attention to detail
  • Sophisticated use of Microsoft Excel or equivalent
  • Superb interpersonal skills and interaction with the Process collaborators (Directors, Network and Technical teams, etc.)
  • Knowledge of troubleshooting and network configurations is a qualifying element to better summarize root causes of the network incidents

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership



IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.
In addition to our competitive benefits package, we offer employees a 401(k) Savings Plan with Company contributions, tuition reimbursement, and free identity theft insurance.
IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit

Nearest Major Market: Providence
Nearest Secondary Market: Rhode Island