Senior Services Operations Analyst

7 days ago

Pune, India Cornerstone OnDemand Full time
We're looking for a

Senior Services Operations Analyst - India

This role is Office Based

Job Title:  Senior Service Operations Analyst

Role Overview: The Senior Service Operations Analyst will be responsible for managing key aspects of process governance and operations for the Cornerstone Global Professional Services Operations team. This includes activities such as reporting & analytics, ownership and maintenance of CRM systems, and providing strategical and tactical support to the Professional Services team. Collaboration in this role means partnering with the Partner Success Managers, Sales, Finance, and Technology teams to coordinate key aspects of the on-boarding and service delivery process. As a senior resource you will be seen a subject matter expert and be involved in training and mentoring less experienced team members. 

In This Role You Will:

Design innovative solutions to support Services/Partner Operations business and enable global resourcing across North America, EMEA, APJ, and emerging markets using Operational Excellence principles. Lead the processing of customer agreements, interpret contract matter, and take appropriate action to provision necessary changes with internal stakeholders and partners. Scope and execute project/programs aimed at garnering efficiency and overall profitability. SME and POC for Operations systems such as Kantata, Salesforce and Oracle. Drive necessary roadmap improvements as needed with vendors and IT.  Provide additional training where needed on the Operations teams PSA tools. Conduct end-to-end analytics to identify opportunities for improvement across process, people, and technology, specific to the global delivery and partner operations. Establish and document processes and lead training sessions. Help set and refine goals with regards to partner operations and global resourcing with both external/internal leaders, ensuring a simple solution at scale. Deploy design solutions for short (quick hits), medium (process changes), and long-term (, automation) across Services to ensure consistent, efficient operations at scale. Influence project objectives and direction with company leaders. Leverage technical capabilities to orchestrate and drive solutions involving systems and process changes to improve the delivery of service to clients and enable business intelligence. Structure and build out complex reporting needs and deliver presentations. Assist global resourcing team as needed with services staffing internally and externally with partners. Provide analysis and reports as required by Finance and the Leadership teams as well as own and manage the regular reporting and audit practice. Lead special projects for the team such as data migrations due to company acquisitions. Lead change management efforts with cross-functional teams.

You’ve Got What It Takes If You Have:

Bachelor's ideally or equivalent experience. 5+ year of experience in the field or in a related area. Strong organizational skills with the ability to manage multiple tasks simultaneously. Excellent communication and PowerPoint skills to deliver presentations to multiple levels of leadership. Highly motivated self-starter who is an excellent team player and can work collaboratively across multiple functions with virtual and global team leaders. Strong leadership and mentoring experience, with a passion to teach, while also demonstrate openness to learn from others. Exceptional data analysis skills with advanced knowledge of MS Excel. Knowledge of CRM systems such as Salesforce, Netsuite, Open Air, MS Project Server, Peoplesoft etc. with an emphasis on system integration, data warehousing, and analytics. Experience with PSA tools such as Kantata. Experience with ServiceNow and managing tickets.

Extra Dose of Awesome If You Have:

Master’s Degree

 #LI-OnSite 


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