Operations Analyst

Overview

This Operations Analyst role ensures won deals are converted into accurate, billable contracts. Responsibilities include reviewing deals for quality, supporting customer setup with Sales and Project Management, and producing billing and financial data used for invoicing.

Responsibilities

• Quality-check won opportunities and quotes in Salesforce against signed agreements, partnering with Sales to resolve discrepancies before deals are finalized
• Set up and validate contracts, rate cards, and billing data in ServiceNow, confirming accuracy against Salesforce
• Activate and maintain contracts, amendments, renewals, and cancellations in Salesforce
• Support project setup and communicate relevant details to the Project Management team
• Perform ongoing contract management and billing for ServiceNow contracts, projects, and other services, including expense line review and processing to generate invoice data for:
  • Monthly recurring revenue
  • Project fees
  • Hourly fees
• Meet monthly billing cutoffs to ensure invoices are accurate and delivered on time
• Identify and investigate data discrepancies between systems and recommend fixes
• Supplement and report detailed financial information to the Finance department, providing context and analysis related to:
  • Contract structure
  • Onboarding timelines
  • Customer churn
  • Project statuses
  • Change orders
  • Hourly usage trends
  • Drops or increases in monthly recurring revenue
• Communicate clearly and precisely with adjacent departments when Service Operations topics arise
• Train and onboard new hires to Service Operations
• Help build and improve QA checklists, training guides, and team processes
• Document key process flows and help design and document relevant system changes
• Partner with IT and business teams to execute system changes that improve efficiency
• Create and maintain service offerings and SKUs for new products and services
• Perform other responsibilities as assigned by management

Requirements

• 1–2 years of experience in billing, revenue operations, contract administration, sales operations, or account management
• Strong attention to detail, including a habit of verifying work against source documents
• Advanced Excel skills (lookups, pivot tables, comparing large data sets)
• Clear written communication and comfort sending work back to colleagues
• Comfort working in a changing environment where processes are still being built
• Finance, ServiceNow, and Salesforce experience is a plus

Preferred Qualifications

• Experience with Finance, ServiceNow, and Salesforce

Compensation & Benefits

• Starting salary expectations: 55,000 (Salary non-exempt)
• Salary commensurate with experience, skills, and qualifications
• Comprehensive benefits package, including:
  • Health, dental, and vision insurance
  • Retirement savings options
  • Flexible time off (FTO)
  • Professional development opportunities
• Compensation and benefits can be discussed further during the interview process

Location

• Not specified in the provided description

Physical Demands

• Must be able to sit, stand, and bend for the duration of shift (mainly sitting)
• Occasional lifting up to 50 lbs, such as laptop and server equipment
• Driving to the work site to meet with client(s)