Services Operations Analyst

The Services Operations Analyst plays a crucial role within the Services Operations team of a dynamic SaaS Professional Services organization. Your primary focus will be to provide support to Services team members in their daily operational activities. Your responsibilities will include assisting Services employees with queries and concerns related to project management operations such as time entry, system challenges, and procedural inquiries. You will be tasked with monitoring, investigating, and resolving the daily queue efficiently. In collaboration with the symplr Salesforce team, you will escalate and address issues that require intervention beyond the scope of Services Operations. Additionally, you will be responsible for fulfilling report requests, both ad hoc and routine, utilizing tools like Salesforce, certinia, and PowerBI. Monitoring, enforcing, and reporting on compliance with essential Services operations policies, such as timesheet entries, project budgets, and project setup procedures, will be a critical aspect of your role. You will also be entrusted with identifying and rectifying data integrity issues within the PSA tool. Collaborating with the Services Operations team, you will contribute to the enhancement of Services tools, processes, and protocols by participating in the identification, definition, testing, and implementation of improvements. To excel in this role, you should possess 3-5 years of experience in a Support or Professional Services capacity. Your ability to effectively manage a high volume of requests, coupled with your keen attention to detail and organizational skills, will be essential. After an initial training period, you should be capable of working independently. Proficiency in troubleshooting technical issues is a key requirement, along with prior experience with a PSA tool, especially certinia or openair. Familiarity with Salesforce and PowerBI will be advantageous, while proficiency in the Microsoft Office Suite is mandatory.,