Operations Analyst

ocesses and tools. The candidate will work with Customer Success Group ("CSG") operations, Procurement, Professional Services (i.e. Project Managers, Delivery Leaders, etc.), Finance, and our Shared Services teams to source and staff qualified partner candidates to deliver professional services for sold Salesforce projects and programs. This requires new partner onboarding, vendor management, sourcing qualified resources, and managing all back-office systems and processes to support the teams. This candidate should also be comfortable supporting out-of-the-box and custom tools, generating Salesforce reports and dashboards, and have an advanced knowledge of Microsoft Suite of products.

Key Accountabilities (Impact)

• Act as a strategic advisor to the business in the region, working closely with Account Partners and Regional Delivery Managers, as well as Operations Leadership, to provide guidance based on business intelligence and knowledge of the region
• Work closely with our Partner ecosystem to onboard new partners and develop/maintain good working relationships.
• Demonstrate proven success in making the organization's strategic staffing decisions
• Work closely with internal resourcing and monitor, validate, and route Staffing Contractor resource requests to preferred suppliers with a focus on securing suitable resources and meeting compliance requirements as required
• Coordinate/schedule resource interviews with Partners and project teams
• Attend weekly forecasting/staffing calls with Internal Staffing Resource Managers and Global Delivery teams
• Support ad-hoc activities and Global initiatives
• Support with subcontractor timecard tracking, PO/work order generation, assignment maintenance and back-end operations support
• Drive improvement projects on a suite of existing applications and tools, including issue identification, data management, and reporting
  • Understand how Salesforce tools work, can be configured, and optimized
  • Identify issues within existing tools and processes
  • Find and evaluate new tools and provide suggestions to the team
• Collaborate with Operations, CSG Professional Services, Sales, and Leadership to identify and implement innovative solutions to increase process efficiency
  • Capture the strategic, operational, and tactical business process goals & objectives
  • Perform business process assessment of the current state - including technology, experience, business and data
  • Identify and optimize the true drivers of financial performance, productivity, customer engagement, and other metrics
  • Apply a structured business process architecture approach and methodology for capturing the key views of the enterprise
  • Design the future state business process architecture to drive the maximum user experience, productivity, and value - to include process flow diagrams, heat maps, data flow diagrams
• Experience working in a fast-paced operational role, with the ability to manage ambiguity, changing priorities, and remain focused on delivering excellent results
• Analyze Salesforce data and generate reports in Salesforce and Excel

  • Understand the underlying data architecture supporting CSG and how to use it to report on business performance

  • Understand the critical KPIs that drive CSG

  • Design innovative reporting solutions to measure KPI performance

  • Understand the evolving needs of the business to anticipate and deliver new reports to drive additional business value

  • Participate in partner Business reviews

Basic Requirements

• 4+ years of related experience with a Bachelor's Degree and/or business operations experience, with a focus on excellent numeracy skills, services tools, process automation, and/or continuous process improvement

• Strong analytical skills and ability to learn/develop new reporting tools

• Familiarity with CRM and data management

• Strong communication skills, both written and verbal

• Ability to effectively develop and present materials that are appropriate for the audience

• Team player able to lead and work effectively at all levels of an organization with the ability to influence others to move toward consensus

• Strong situational analysis, negotiation, and decision-making abilities

• Ability to multi-task while managing deadlines, perform well under pressure, work independently and as a part of a global team

• Ability to clearly follow processes and procedures and make priority decisions

• Detail and quality-oriented with the desire to quickly learn new concepts, business models, and technologies

• Collaborative; extremely customer-service and team-oriented, especially in a fast-paced and rapidly developing business environment; ability to stay focused

Working conditions

• Office Flex role - Bangalore office

• Ability to work with many and sometimes difficult stakeholders under tight deadlines

Direct reports

• None

Accommodations

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