SENIOR SERVICES OPERATIONS ANALYST

Job Title: SENIOR SERVICES OPERATIONS ANALYST Company: Phenom Cloud Job Category: Data Science Roles & Responsibilities: The Senior Services Operations Analyst is responsible for managing key aspects of process governance and operations for the Phenom Cloud Global Professional Services and Engineering team. This includes activities such as reporting \& analytics, ownership and maintenance of professional services automation systems, and providing operational support to the Professional Services team. Partnering with cross functional teams to coordinate key aspects of the customer on\-boarding and service delivery process like resourcing and tracking project health is a key focus area. ### Duties \& Responsibilities * Lead the processing and set up of customer agreements, take appropriate action to resource projects as necessary working with necessary stakeholders. * Track and report on utilization requirements and other KPIs related to individual and practice performance. * Create and publish analytics and reports showing state of business and areas of improvement to global delivery and organizational leadership. * Oversee and track training and skilling for professional services resources working closely with leadership. * Develop and recommend solutions and strategies for increasing efficiency and overall profitability. * Become the point of contact for Professional Services automation and reporting systems. * Conduct training where needed for the tools and systems. * Work with the Phenom Cloud Project Managers and leadership to document and refine delivery Standard Operating Procedures. * Influence and inform management on processes and systems changes to improve delivery of service to clients. * Lead special projects as needed for migration of data between legacy and new systems when required. * Participate and drive change management initiatives within professional services. ### Skills \& Requirements * 5 or more years of services operations or Project Management Office (PMO) experience in professional services organizations. * Bachelor’s degree or equivalent experience. * Communication: clear and understandable; presents professionally (PowerPoint); strong writing skills. * Strong organizational skills being able to track and manage multiple tasks. * Strong leadership skills and experience with mentoring junior resources when needed, in future * Able to work collaboratively with multiple functions towards achieving organizational goals. * Good knowledge of common professional services Key Performance Indicators (KPI) and tracking mechanisms. * Strong skills in data analysis with MS Excel. * Expert in creating dashboards and analytics reports. * Experience with working on CRM and Professional Services Automation (PSA) systems with emphasis on managing and reporting of data. * Ability to grow into a leadership role down the line and mentoring junior analysts and team members. * Comfortable working US and/or UK shift hours. * Right to work in India. Work Location: Andhra Pradesh, India Availability: Full time

* Certifications in Project Management, P3O / PMO and/or Business Administration. * Exposure to working in a services\-based company with services delivery of a SaaS based solution is desirable. ### Benefits * Competitive salary and compensation package. * Group Medical Insurance covering self and dependents. * Provident Fund (PF) and Gratuity as per statutory norms. * Group Term Life and Personal Accident Insurance. * Annual leave plus applicable public holidays. * Professional development budget and certification support. * A culture of continuous innovation. ### How to Apply Key Skills: Data Science Salary: Not disclosed