Services Operations Analyst
US Based Company for IT Services
PKR 900,000 • Published Date: • Pakistan (Hybrid)
Description
The Services Operations Analyst plays a key role in supporting operational excellence across the services organization. This role focuses on analyzing data, improving order and service delivery processes, managing internal and client-facing reports, and enhancing operational workflows.
The Services Operations Analyst contributes to customer satisfaction and operational efficiency by providing data-driven insights, tracking performance against SLAs, and supporting cross-functional collaboration with Sales, Enterprise Operations, and the PMO. The role requires independent judgment and sound decision-making.
Responsibilities
1. Operations and Order Management
- Analyze and process service orders and quotes accurately and in a timely manner.
- Monitor open orders and ensure follow-up for timely fulfillment and resolution.
- Track and report on SLA performance for quotes and order processing.
- Identify delays and process bottlenecks, and recommend and implement improvements.
2. Data and Reporting
- Generate operational and customer-specific reports on a regular basis.
- Ensure the accuracy, clarity, and timeliness of reports shared with internal and external stakeholders.
- Analyze historical data and trends to identify service performance gaps and improvement areas.
- Maintain and enhance reporting dashboards in collaboration with Sales and Enterprise Operations.
3. Customer and Sales Support
- Support Sales and Customer teams by delivering operational insights and data.
- Act as a key point of contact for inquiries related to order status, quote tracking, and reporting.
- Address service-related issues proactively and escalate when necessary.
- Ensure alignment with SLAs and customer expectations at every interaction point.
4. Sourcing and Catalog Management
- Manage sourcing and fulfillment of off-catalog customer requests.
- Ensure accuracy and updates of custom catalogs on internal systems, such as Multinational Software House Connect.
- Coordinate with internal teams for inventory allocations and customer-specific software agreements.
5. Project Coordination
- Collaborate with the PMO or Enterprise Operations on new customer rollouts or service initiatives.
- Support the planning and execution of account-level service initiatives.
- Identify opportunities to automate and streamline service delivery processes.
Minimum Qualifications Education
- Bachelor’s degree in Business Administration, Operations, or a related field.
Experience
- 2 to 3 years of experience in service operations, order management, or business analysis roles.
- Proven analytical skills with the ability to interpret data and trends.
- Strong proficiency in Microsoft Excel and reporting tools.
- Ability to work independently, prioritize tasks, and meet tight deadlines.
Preferred Qualifications
- Experience in enterprise-level sales or services operations.
- Experience with CRM and ERP systems, such as Salesforce or NetSuite.
- Familiarity with SLA tracking and performance measurement.
- Knowledge of software and service contracts and catalog management.
Knowledge, Skills, and Abilities Operations
- Service order and quote processing
- SLA tracking and performance measurement
- Sourcing and catalog management
Communication
- Excellent communication and interpersonal skills
- Stakeholder inquiry management
- Proactive issue escalation
Technical and Analytical Skills
- Data and trend analysis
- Reporting and dashboard development
- Microsoft Excel, CRM, and ERP systems
Core Competencies
- Analytical Thinking
- Attention to Detail
- Customer Focus
- Accountability
- Organization
- Problem Solving
- Collaboration
- Self-Motivation
- Continuous Improvement
- Communication
Success Measures
Success in this role will be demonstrated through:
- Service orders and quotes processed accurately and within SLA.
- Timely follow-up and resolution of open orders.
- Accurate, timely, and clear operational and customer reporting.
- Process bottlenecks identified and improvements implemented.
- Accurate custom catalogs and off-catalog fulfillment.
- High satisfaction among Sales, Customer teams, and clients.
Experience
2 Years
Apply By
Required Skills
- Service Order Processing
- Analytical thinking
- Attention to detail
- Customer focus
- Problem Solving
- Order Management
- Business Analysis
- Microsoft Excel
- Dashboard Development
- Reporting
- Data Analysis
- SLA Tracking
- Quote Processing
Nice to Have Skills
- Continuous Improvement
- Self-motivation
- Collaboration
- Organization
- Accountability
- proactive issue escalation
- stakeholder inquiry management
- Communication
- Service Contracts
- Performance Measurement
- Catalog Management
- NetSuite
- Salesforce
- ERP Systems
- CRM Systems