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Professional Services Operations Analyst
hace 2 semanas
Responsibilities:
Global Reporting & MetricsGenerating, formatting & distribution of several reports on a weekly, bi-weekly, monthly & quarterly basis.Tracking of timely action and/or return of said reports and actionable items.Reviewing completed, actionable reports for accuracy.Reporting of findings (returns, action, accuracy, etc.) to team managers.Tracking and reporting of target metrics.Analyzing of processes and reporting and providing feedback of potential ways to streamline and/or automate.Responsibility of Shared Email Mailboxes
Communication with internal employees, external partners & customers.Timely communication and replies within set SLA turnaround.Administrative/Accounting Based Tasks
Understanding and communicating organization policies.Assistance with filing, following up on & confirming completion of IT service desk tickets as it pertains the team and requirements/needs.Using training and basic OTC knowledge to problem solve and action project issues in order to allow for clean month end invoicing.Sophisticated clean up and problem solving in regards to customer invoicing discrepancies.Ability to fully review and understand terms of contracts (SOWs, PSAs, Order Documents, Etc.) as it impacts billing/invoicing, payment terms and special accounting needs.Assisting with and being a back up for Splunk's monthly invoicing cycleAbility to participate in the changing processes as we merge with Cisco; this includes being able to manage Splunk's PS monthly billing process but subsequently Cisco's new "billing" style processes, as they will run parallel for some time.Performing and managing onboarding and offboarding of personnel in/out of Splunk's PS related systems.Requirements:
Extremely diligent and pays attention to details.Ability to analyze and solve problems, perform sophisticated tasks, and prioritize multiple projects and responsibilities.Asking "why" or performing detective work before jumping to assist and complete asks from other teams, organizations and customers.Strong interpersonal skills and the ability to work effectively with a wide range of individuals in a diverse community.Knowledge of general business practices and procedures.Experience in customer service & customer/vendor support roles.Experience working with senior management and proficient in the practices and demands of progressive and evolving Services organizations.Proficient in MS Office Suite, with a focus in intermediate Excel skills.SalesForce and/or FinancialForce experience REQUIRED.Basic MS suite experience REQUIRED (Excel, Word, PowerPoint).Ability to handle high volume of inquiries.Solid understanding of 2 sides of accounting (AR vs AP / customer v.s. vendor). Basc OTC process understanding REQUIRED.Excellent communication skillsTechnology or software background REQUIRED.-
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