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About the role
- Global Services Operations Analyst at Smarsh, optimizing services operations and supporting PSA platform rollout. Collaborating with leadership to drive efficiency and scalability across global services.
Responsibilities
- Act as a core partner to the Global Operations Director in the implementation, rollout, and optimization of a new PSA platform
- Support end-to-end implementation activities including requirements definition, workflow design, testing, deployment, and post-launch optimization
- Ensure PSA workflows support scalable service delivery, accurate financials, and leadership visibility
- Help define longer-term services systems strategy beyond initial PSA rollout
- Lead analysis of current-state Global Services workflows and identify opportunities for simplification, standardization, and automation
- Design, document, and implement scalable end-to-end operational processes aligned with business objectives
- Create and maintain SOPs, process documentation, and enablement materials for global teams
- Drive continuous improvement initiatives across services operations
- Own the development of operational reporting and analytics to support decision-making at the leadership level
- Translate complex operational data into clear insights, trends, and recommendations
- Establish and refine KPIs related to utilization, delivery performance, backlog, forecasting, and operational health
- Support executive-level reporting and ad hoc analysis
- Partner with the Global Operations Director on broader strategic initiatives beyond PSA, including process transformation, tooling enhancements, and operational governance
- Support cross-functional initiatives spanning Services, Finance, Sales Operations, RevOps, and IT
- Provide analytical and operational support for long-term planning and scaling efforts
- Act as a trusted thought partner, bringing structure and data to ambiguous or evolving problems
- Collaborate with global stakeholders across regions and functions to drive alignment and adoption
- Support change management efforts related to system and process changes
- Influence without authority by providing clear data, documentation, and recommendations
Requirements
- Bachelor’s degree in Business, Operations, Analytics, Engineering, or a related field
- 6–9 years of experience in services operations, business operations, or systems/process roles, preferably within SaaS or technology organizations
- Demonstrated experience supporting Professional Services Automation (PSA) tools or services delivery systems
- Strong experience working with Salesforce in an operational or systems capacity
- Experience using Jira for operational tracking, cross-functional initiatives, or systems work
- Advanced experience in Power BI, including building dashboards and performing complex analysis
- Proven ability to design and implement scalable operational processes
- Strong analytical, problem-solving, and communication skills
- Ability to operate independently and manage multiple concurrent initiatives.
Benefits
- Competitive salary
- Flexible working hours
- Professional development budget
- Home office setup allowance
- Global team events
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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