Services Operations Analyst

As a Services Operations Analyst, you will play a key role in supporting operational excellence across our services organization. This role focuses on analyzing data, improving order and service delivery processes, managing internal and client-facing reports, and enhancing operational workflows. You will contribute to customer satisfaction and operational efficiency by providing data-driven insights, tracking performance against SLAs, and supporting cross-functional collaboration.

Operations & 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; recommend and implement improvements. Data & 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. Customer & 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. Sourcing & Catalog Management Manage sourcing and fulfillment of off-catalog customer requests. Ensure accuracy and updates of custom catalogs on internal systems (e.g., Zones Connect). Coordinate with internal teams for inventory allocations and customer-specific software agreements. Project Coordination Collaborate with the PMO or Enterprise Operations for 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.

Bachelor’s degree in Business Administration, Operations, or a related field. 2–3 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. Excellent communication and interpersonal skills. Ability to work independently, prioritize tasks, and meet tight deadlines. Strong organizational and problem-solving abilities. Experience in enterprise-level sales or services operations is a plus. Experience with CRM and ERP systems (e.g., Salesforce, NetSuite, etc.). Familiarity with SLA tracking and performance measurement. Knowledge of software/service contracts and catalog management.