XTN-182A373 | ANALYST, GLOBAL SERVICES OPERATIONS

We are looking for a self-motivated Analyst to join our Global Professional Services Operations team. This role is a key partner to our Professional Services organization, providing the essential operational support that drives its efficiency and success. The Analyst will collaborate with cross-functional teams to assist with daily operations, support internal customers, and contribute to the planning and implementation of process improvements and system enhancements. As an integral part of a collaborative operations unit, this position helps ensure seamless business continuity by providing coverage and support for other team members. The ideal candidate will demonstrate excellent problem-solving, analytical, and communication skills while managing multiple activities in a dynamic environment.

• Health Insurance/HMO 
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• Operational Support: Serve as a primary point of contact for operational support and issue resolution for the Professional Services team and its customers.
• Business Processes: Support core business operations by assisting with month-end and quarter-end processes in key systems such as Salesforce, Certinia (PSA), and Skilljar (LMS).
• Stakeholder Collaboration: Collaborate with business stakeholders to gather, analyze, and translate business needs into technical specifications and process flows.
• System Enhancement & Testing: Proactively identify opportunities for operational efficiencies and assist in implementing improvements. Plan and execute User Acceptance Testing (UAT) to validate that system enhancements meet business requirements.
• Documentation: Develop and maintain clear documentation for new and existing business processes and systems.
• Data & Analytics: Assist with data management and governance to ensure data integrity. Create and maintain reports and dashboards as needed, to provide critical insights to leadership and monitor key business metrics. 

• 3+ years of experience in a business operations role, preferably within an enterprise software/SaaS company.
• Proficiency with key business systems, including Salesforce and G-Suite.
• Strong analytical and problem-solving skills with a high degree of attention to detail.
• Excellent written and verbal communication skills, with a proven ability to build effective relationships across teams.
• Highly organized and self-motivated, with the ability to manage multiple tasks and competing priorities simultaneously.
• Demonstrated ability to work independently and thrive in a fast-paced, dynamic environment. 

• Direct experience supporting a Professional Services or Customer Success organization.
• Hands-on experience with Professional Services Automation (PSA) tools, such as Certinia (FinancialForce).
• Experience with User Acceptance Testing (UAT) methodologies and test management tools (e.g., Jira, TestRail).
• Salesforce Administrator certification or other relevant credentials are a strong plus.