Compensation: This role is offered at a salary range of $127,000 - $160,000 annually, commensurate with experience and qualifications. In addition to base salary, eligible employees will be offered a comprehensive benefits package.
The Senior Professional Services Operations Analyst owns the operational foundation for Professional Services by maintaining accurate PSA (Certinia) and Salesforce data, supporting billing readiness, producing utilization and capacity reporting, and equipping PS leadership with reliable insights for decision-making. This role is responsible for disciplined financial hygiene, data quality, reporting accuracy, and cross-functional operational support across PS Ops, PMs, Finance, Cloud Ops, IT, and leadership.
Key Roles & Responsibilities:
Own daily PSA (Certinia) workflows, including project setup, time entry validation, billing triggers, and utilization reporting.
Monitor, triage, and resolve data quality issues across PSA and Salesforce before they affect billing, reporting, or downstream business processes.
Own project financial hygiene, including billable-hours validation, POP/POC exceptions, milestone completion, and revenue schedule accuracy.
Prepare weekly, audit-ready billing packages and serve as the primary point of contact for PMs and Finance on project financial questions.
Produce weekly utilization rollups, variance analysis, and PM-level insights to support leadership visibility and operational decision-making.
Support capacity planning inputs, including Cloud Ops hours, infrastructure allocations, cutover assumptions, and high-effort POC analysis.
Maintain and improve operational tooling, workflow configuration, release notes, SOPs, and best-practice documentation.
Participate in system migration and enhancement readiness activities, including data mapping, validation, testing, and defect triage.
Deliver structured weekly summaries to PS Ops leadership and maintain clear communication with PMs, Technical Consultants, Cloud Ops, Finance, and IT.
Surface operational blockers proactively and document issues, resolutions, and governance artifacts to support audit readiness and continuous improvement.
Business Expertise:
Requires strong knowledge of Professional Services Operations, PSA systems, Salesforce data objects, services-delivery workflows, project financials, billing readiness, utilization reporting, and capacity planning. The role must understand how PS Ops, PMs, Technical Consultants, Cloud Ops, Finance, IT, and leadership depend on accurate operational data and financial hygiene to manage revenue, delivery performance, reporting quality, and customer commitments.
Problem Solving:
This position regularly resolves complex operational and financial issues involving cross-system data quality, PSA/Salesforce workflow discrepancies, billing exceptions, utilization variances, POP/POC exceptions, milestone completion issues, revenue schedule accuracy, and migration-readiness defects. The role requires both detailed analysis and practical judgment to determine when discrepancies affect billing, reporting, customer delivery, or leadership decision-making.
Nature & Area of Impact:
The role has direct impact on Professional Services billing accuracy, utilization visibility, reporting reliability, financial hygiene, and leadership decision-making. Positive performance improves audit readiness, revenue schedule accuracy, operational cadence, and cross-functional trust; gaps in execution could create downstream billing, reporting, forecasting, and delivery risks across PS Ops, Finance, PMs, Cloud Ops, IT, and leadership.
Interactions / Interpersonal Skills:
This role requires frequent, proactive collaboration with PMs, Technical Consultants, Cloud Ops, Finance, IT, and PS Ops leadership. The successful candidate must communicate clearly, translate operational and financial issues into actionable insights, build cross-functional trust, manage ambiguity, and provide data-driven updates suitable for both practitioners and leadership audiences.
