Job Title: Senior Professional Services Operations Analyst

Possible locations: Portsmouth, NH, USA, Remote

Please note: Visa sponsorship is not available for this role.

The Senior Professional Services Operations Analyst serves as the primary PSA (Certinia) Administrator as well as an operational systems owner for Loftware's Professional Services organization. This role is responsible for the integrity, configuration, governance, and day-to-day administration of Certinia PSA and related Salesforce processes that support project delivery, project financials, billing readiness, utilization management, resource planning, and operational execution.

As the functional owner of Professional Services operational systems, this individual ensures data accuracy, process compliance, financial hygiene, and system effectiveness across the entire services lifecycle. The role acts as the central point of coordination between Professional Services, Finance, IT, Cloud Operations, and leadership to maintain reliable operational processes and a scalable services-delivery platform.

In addition to PSA administration responsibilities, the role provides operational analytics, reporting, and business insights that help leadership manage utilization, capacity, project performance, revenue realization, and organizational effectiveness.

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.

Key Roles & Responsibilities:

PSA Administration & Professional Services Systems Ownership (Primary Focus)

Certinia PSA Administration

• Serve as the primary administrator and subject matter expert for Certinia PSA and associated Salesforce Professional Services processes.
• Own system configuration, user support, process governance, and operational best practices across the Professional Services organization.
• Maintain project templates, work breakdown structures, utilization models, milestone frameworks, billing configurations, and operational workflows.
• Support system enhancements, change requests, release management activities, testing, validation, and user adoption initiatives.
• Partner with IT and business stakeholders to identify opportunities for process automation, workflow improvements, and system optimization.

Project Financial & Billing Governance

• Own project financial hygiene across the PSA platform, ensuring project data supports accurate billing, forecasting, revenue recognition, and operational reporting.
• Monitor and validate billable hours, time entry compliance, milestone completion, project status accuracy, revenue schedules, POP/POC exceptions, and billing readiness activities.
• Prepare and review weekly billing packages for Finance while ensuring supporting documentation and project records meet audit requirements.
• Investigate and resolve project financial discrepancies, billing exceptions, and operational issues impacting revenue realization.

Data Governance & System Integrity

• Establish and maintain data quality standards across PSA and Salesforce.
• Proactively identify, triage, and resolve data integrity issues before they impact billing, forecasting, reporting, customer delivery, or financial outcomes.
• Develop and maintain operational governance processes, controls, SOPs, process documentation, and audit-ready records.
• Serve as the escalation point for PSA-related operational issues and cross-functional system concerns.

Operational Process & Cross-Functional Support

• Partner closely with Project Managers, Technical Consultants, Finance, Cloud Operations, Sales Operations, and IT to ensure operational processes function effectively.
• Support resource management, staffing workflows, infrastructure allocation processes, and project setup activities.
• Participate in service transformation, migration, and systems enhancement initiatives that affect Professional Services operations.
• Drive continuous improvement initiatives focused on scalability, efficiency, adoption, and operational excellence.

Business Expertise:

Requires advanced knowledge of:

• Certinia (FinancialForce) PSA Administration
• Salesforce platform and services-delivery objects
• Professional Services operations and delivery methodologies
• Project accounting and project financial management
• Billing and revenue recognition processes
• Utilization and resource management
• Capacity planning and forecasting
• Operational governance and data quality management
• Reporting, analytics, and business intelligence

The ideal candidate combines strong systems administration expertise with a deep understanding of how Professional Services organizations operate and generate revenue.

Problem Solving:

This position serves as the operational authority for PSA-related issues impacting project execution, billing, utilization, forecasting, and reporting. The role routinely evaluates cross-functional challenges involving system configuration, project data quality, financial controls, utilization management, billing exceptions, revenue schedules, workflow adoption, and operational process effectiveness.

Success requires balancing technical system expertise with practical business judgment to ensure operational outcomes support both customer delivery and company financial objectives.

Nature & Area of Impact:

This role directly influences:

• Professional Services operational effectiveness
• Certinia PSA adoption and data integrity
• Billing accuracy and revenue realization
• Utilization visibility and resource optimization
• Forecast reliability
• Project financial management
• Audit readiness and compliance
• Leadership decision-making capabilities

The position serves as a critical operational bridge between systems, financial processes, delivery organizations, and executive leadership.

Interactions / Interpersonal Skills:

This role requires extensive collaboration with:

• Professional Services Leadership
• Project Managers
• Technical Consultants
• Finance
• Cloud Operations
• Sales Operations
• IT and Business Systems teams

The successful candidate must be capable of translating complex operational, financial, and systems-related issues into practical solutions and actionable business insights while building strong partnerships across multiple functions.