Job Information
iCIMS Sr. Service Ops Analyst in Gachibowli, Hyderabad, India
Job Overview
In this role, you will collaborate with respective leaders to deliver systems, tooling, and insights that drive an elite Partner organization! The Partner Operations Analyst will drive the development and execution of our partner operations in conjunction with our overall go-to-market strategy and business objectives. This role is focused on practice excellence – delivering the data and tools to measure success, while implementing standard processes and systems to drive an impactful partner organization
About Us
When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
Responsibilities
Optimize dashboards, tools, and reports to evaluate performance baselines and targets by team and role.
Develop and monitor reports within Excel, SFDC, or Tableau that provide the detailed insights Service leaders need to effectively manage their operations.
Provide actionable insights relating to root causes impacting the attainment of service objectives.
Propose a framework and cadence for delivering data insights to the business in partnership with Service leads.
Serve as a liaison between the service operations team and other departments such as Sales and Customer Success to ensure alignment on key cross-functional initiatives.
Help drive service engagement by reviewing accounts and making recommendations to improve operational health and service delivery.
Research and evaluate trends in SaaS service strategies to recommend opportunities for process and systems improvements.
Work closely with department leadership to inspect and advance process quality and prioritize opportunities for improvement.
Collaborate with the GTM Enablement & Training teams to ensure that process documentation exists in support of team-wide training efforts.
Develop an in-depth understanding of the department’s strategy, objectives, and goals, and tie them to the broader business objectives.
Qualifications
Bachelor’s degree in Business, Operations, or a related field; MBA or advanced degree preferred.
Minimum of 5-7 years of experience in service or sales operations, business operations, or a related field.
Proven experience in building and managing dashboards, tools, and reports using Excel, SFDC, or Tableau.
Strong analytical skills with the ability to provide actionable insights.
Excellent communication and collaboration skills to work effectively with cross-functional teams.
In-depth knowledge of SaaS industry trends and best practices.
Strong organizational skills with the ability to manage multiple priorities.
Experience in driving process improvements and implementing standardized procedures.
Preferred
Develop and monitor reports within Excel, SFDC, or Tableau that provide the detailed insights Service leaders need to effectively manage their operations.
Provide actionable insights relating to root causes impacting the attainment of service objectives.
Propose a framework and cadence for delivering data insights to the business in partnership with Service leads.
Serve as a liaison between the service operations team and other departments such as Sales and Customer Success to ensure alignment on key cross-functional initiatives
EEO Statement
iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.
We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at careers@icims.com .
Compensation and Benefits
Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits