Business Operations Analyst

Business Operations Analyst

Location: Remote, US

The Operations Analyst manages a variety of internal processes including, reporting, vendor tracking and sales operations activities including, but not limited to, customer tracking, validating order completeness, tracking order fulfilment, and manage 3rd party reporting. This role requires strong business relationships to ensure work gets done on time and within agreed upon Service Level Agreements (SLA's). Due to the access of sensitive information such as customer contracts, customer rates and customer billing information, it’s important that the Operations Analyst remain independent of any conflicts of interest to meet SOX requirements. The role may be adjusted as needed to meet this requirement.

As an Operations Analyst, a Typical Day Might Include the Following:

• Understand contracts. Experienced in understanding business terms and clauses.
• Manage & track vendor contract renewals and purchasing for Business unit.
• Maintain & track active customer lists on behalf of the Business unit.
• Project manages the integration of processes for the business unit into Nice Systems methods. Standardize where applicable.
• Document issues for management and offer suggestions for process improvement.
• Field a variety of sales support related questions including pricing, paperwork, products, etc.
• Validate accuracy and completeness of software industry related sales paperwork and liaise with Order Management, Sales Operations, and sales reps to resolve discrepancies.
• Track and report on 3rd party reseller transactions for the Business Unit. Report errors, ensure order fulfillment, and track expected payments.
• Interface regularly with Internal Sales Reps and third-party sales Partners using a professional and personable manner to build good working relationships.
• Gather, maintain, and properly file internal and external correspondence as it relates to all sales transactions or projects.
• Participate in on-going technical training to effectively assist, monitor, and document processes.
• Resolve bottlenecks in operational processes.
• Work with Sales Operations to ensure reference needs are met and issues are resolved.
• Interface regularly with the Billing team to ensure customers and products are entered accurately to ensure proper billing.
• Follow current processes and be prepared to make and document frequent changes in processes.
• Work with Partner Support and Partner Sales to ensure partner processes are up to date.
• Work in a rapid-paced environment, multi-tasking effectively.
• Always follow Code of Ethics and CXone policies and procedures.
• Communicate in an effective and professional way with customers in and outside of CXone.

To Land This Gig You'll Need:

• High School Diploma required; some college coursework preferred.
• 3-5 years in a business environment.
• Proficient in Microsoft Office w/ strong Excel background.
• Proficient in CRM applications.
• Strict attention to detail, excellent organization skills, and natural project management skills.
• Curiosity to learn and excellent problem-solving skills.

Bonus Experience:

• Bachelor's Degree
• SaaS business experience
• Telecom Knowledge
• Knowledge of contracts and legal language
• Microsoft Power BI
• Salesforce administration