Service Operations Analyst

2 months ago

bangalore, India Cleo Full time

Cleo is a cloud integration technology company focused on business outcomes. Every day, we ensure that each one of our 4,000+ customers' potential is realized by delivering solutions that make it easy to discover and create value through the connections and integration of enterprise applications supporting critical workflows. By providing the industry’s most complete and flexible integration offerings, we are helping our clients build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow. In a nutshell, Cleo is a rapidly growing category leader in ecosystem integration software and we have experienced tremendous growth over recent years. 

Key Duties and Responsibilities

Support the Professional Services business process and help guide operational efficiency and quality. Lead business performance management cadence which includes development of business forecasts, backlog/project health reviews and key performance indicators (KPIs). Provide recommendations on action to be taken based on strategic objectives, forecast, or performance metrics; Attend forecast meetings, and act as proxy when needed. Deliver non-standard reporting and ad hoc analyses supporting business performance metrics and areas of improvement. Work closely with Services Operations Manager to timely deliver information that supports monthly and quarterly financial activities. Communicate business changes that impact Financial assumptions/structures. Partner with leadership on business planning and strategy for their respective areas. Effectively communicate, market and reinforce operational processes and enablement programs. Actively lead and develop framework & content that supports business cadence like forecast meetings, business reviews and quarterly operational reviews. Manage/develop and coordinate, feedback processes aimed at driving quality, efficiency, and effectiveness improvements to workflows within the Professional Services group and with other departments. Act as a trusted advisor and resource to the leadership team; Provide proactive insight and recommendations to improve business performance and operational efficiency.

Qualifications

3 + years of Data Analytics and/or Operations business experience. Previous experience supporting a Professional Services organization is a plus. Experience in managing multiple cross-organizational relationships. Has developed core business processes, documented and continually optimized. Strong knowledge understanding of data integration and data quality Ability to quickly retrieve, organize, and analyze complex data sets to detect patterns, trends and anomalies Advanced proficiency in Microsoft Excel, PowerPoint and BI tools a plus. Working knowledge of systems such as professional services automation applications, Clarizen and SalesForce.com. Ability to handle multiple tasks/projects under tight deadlines. Comfortable working in an environment in which businesses processes, tools, etc. are still being defined Strong business analysis skills with a proven ability to synthesize data and create actionable reporting for all levels of management and key stakeholders Excellent written and verbal communication skills to communicate with internal stake holders at all levels Ability to work independently with minimal supervision

Work Breakdown

Asist the development and execution of metrics reporting and analysis, leveraging data from multiple data sources on multiple platforms. 25% Execution of key metric and standard reports strategy, setting guidelines and standards, promoting adherence across multiple teams. 25% Create appropriate standards, processes and tools to promote and facilitate a consistent approach for data and analytics focusing on generating business insights. 15% Implement standard dashboards and delivery mechanisms enabling data-driven insights for internal and external clients. 15% Drive prioritization, delivery and status reporting of activities and initiatives across the Services project portfolio. 5% Manage, understand and analyze data for trends, patterns, and failure points, and drive data stewardship to maintain data quality. 5% Performs other duties as required or assigned which are reasonably within the scope of the duties above. 10%

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