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Operations Analyst

1 week ago

India Solifi Full time

About the Team:

The business operations and analytics team is responsible for the management, improvement, and output of the operational engine that drives the Solifi services and support businesses. Their work supports the entire operations organization which includes specialized teams of service delivery and support professionals in their quest to deliver and support best-in-class services related to Solifi's suite of technology solutions. Key stakeholders include Solifi's chief operations officer (COO) and the executive team, as well as service delivery leaders, project managers, consultant and developers who share Solifi's standards of excellence across client deliverables and relationships.

About the Position:

The Business Operations and Analytics team is looking for an Operations Analyst to assist leadership in optimizing the customer experience while driving operational excellence and maximizing organizational effectiveness through a data driven approach. This person's primary responsibility will be to provide operational support to other business functions within the Services organization and to assist them in initiatives that help improve their data insights for optimizing operational Efficiencies.

This person should be highly organized, experience collaborating with cross-functional teams and a passion for working in a hyper growth environment. You must have a deep understanding of how to maintain JIRA Service Management (JSM) - both for internal and portal views and be able to create and maintain custom fields, workflows, SLA timers and actions. This role will also be responsible for creating and maintaining operational reporting using Power BI, engagement in business process configuration in OpenAir and working with internal Generative-AI tools (such as Amazon-Q and CoPilot).

Role and Responsibilities:

Own and manage all aspects of the Customer Support systems and tools, primarily Jira Service Manager.

Develop and execute support operations strategy, metrics, systems, and process roadmaps, workstreams, and operating procedures to ensure a seamless, scaled, and world-class experience for customers.

Provide insights that drive improvements in efficiency, quality, response times and satisfaction across the entire customer support organization.

Work closely with vendors to ensure we have the best-in-class tools and metrics.

Manage a fast-paced queue of requests, prioritize requests according to business impact, and drive to appropriate completion dates.

Define and own all metrics and dashboards, providing visibility of the daily, weekly, and monthly performance of the team and channels.

Partner with Global Support Leadership to drive quarterly and yearly planning process.

Support systems integrations and wider data model management within the Operations and Analytics team

About You:

Strong analytical and problem-solving abilities to include navigating complicated problem resolutions

Proven track record managing customer centric tasks in Jira Service Management.

Ability to use "data storytelling" to communicate trends within the Customer Support organization

Minimum 3+ years total working in Support or Operations role, with SaaS experience as a nice to have.

Experience with administrating or as an end-user of OpenAir helping to improve Service delivery, operational efficiency and making data driven decisions

Ability to think systematically to drive efficiencies and streamline operations.

Comfortable with taking processes and implementing them within a support system with the appropriate data structures logic and validations

Exceptionally results oriented mindset; analytical and methodical approach to identifying challenges and measuring impact and strong ownership in tracking metrics and outcomes.

Excellent verbal and written communication; skilled with communication at all levels and can communicate complex topics with simple language.

Strong work ethic and a bias for action.

Thrives in a fast-paced environment with a high rate of change.

Experience of maintaining Generative AI tools such as Amazon-Q and CoPilot would be advantageous