Services Operations Analyst

Mission: LiveRamp makes it safe and easy for businesses to use data effectively.

LiveRamp Global Services (LGS) is seeking a Services Operations Analyst who has a demonstrated history of delivering quality analytics and operational support to help drive decisions and process enhancements for scaling a services business. A desire to be part of a results-driven, client-focused, fast paced team is a must.

About this role:

The Operations Analyst is a critical part of the LiveRamp Customer Solutions Group organization. Reporting directly to the Head of Services Operations, they are responsible for supporting our sales and delivery stakeholders with back-end operational needs, and providing services metrics, actionable insights, recommendations, and trusted partnership to the business leadership team.

You will:

• Create and/or maintain Customer Solutions Group metrics, dashboards, and reporting such as bookings, revenue, delivery status and churn reporting
• Provide back-end administrative support for projects in Workday PSA through entire lifecycle from project set up, ongoing maintenance, and project close out
• Act as the first point of contact and primary owner to resolve common support needs of our field stakeholders within defined SLA’s
• Escalate and facilitate resolution of non-standard / complex support issues with other members of Services Operations and Systems teams
• Ensure accuracy and ongoing optimization of support ticket case categorization
• Create and maintain up to date operational process documentation
• Partner with stakeholders to identify Shared Service opportunities
• Evaluate business problems, design and implement actionable solutions and track success metrics
• Facilitate case coordination between Sales/Legal/LGS for all statements of work
• Collaborate with sales and delivery teams to proactively plan and address issues / bottlenecks
• Identify operational improvement opportunities as a way of delivering best practices
• Produce, maintain and enforce SLA’s between various teams
• Work cross functionally to drive improvements in the end to end processes of both upstream and downstream systems

About you:

• 3-5 years working in a services Operation’s role within a SAAS or Enterprise Software company.
• Experience with Professional Services Automation (PSA) tools
• Thorough understanding of services revenue and accounting principles (Contracts knowledge)
• Experience with enterprise level CRM solutions (preferably SFDC) especially sales cloud in salesforce
• Advanced knowledge in Microsoft excel.
• Strong analytical and problem-solving skills and an investigative mindset
• Thoughtful conflict resolution skills
• Highly organized and detail oriented
• Ability to make sound decisions and influence without authority.
• Effective communication skills