Services Operations Analyst

Job Description

The Services Operations Analyst is a member of the Services Operations team, focused on supporting Services team members in the daily operations of a busy SaaS Professional Services organization. Duties & Responsibilities Assist Services employees with questions and issues related to the operational aspects of project management such as time entry, system issues, and process questions. Monitor, research, and resolve the queue on a daily basis. Work with the symplr Salesforce team to escalate and resolve issues that can not be resolved with Services Operations. Support report requests, including ad hoc requests and routine report creation using tools such as Salesforce, certinia, and PowerBI. Monitor, enforce, and report compliance with key Services operations policies. For example, timesheet entry and approvals, project budgets, project set up issues, etc. Monitor and resolve data integrity issues in the PSA tool. Work with the Services Operations team to identify, define, test, and implement improvements to Services tools, processes, and procedures. Skills Required 3-5 years of experience in a Support or Professional Services role Ability to manage a high volume of requests; detail oriented and organized Ability to work independently after initial training period Ability to troubleshoot technical issues Experience with a PSA tool (especially certinia or openair) preferred Experience with Salesforce Experience with PowerBI preferred Experience with Microsoft Office Suite required Show more Show less