Sr Services Operations Analyst

Less than 5 years experience  •  Business Services

Salary depends on experience
Posted on 09/13/17
Less than 5 years experience
Business Services
Salary depends on experience
Posted on 09/13/17

The Services Operations Business Intelligence team drives productivity improvements across the sales and services groups.  The Professional Services group within HMH provides implementation services for sophisticated client-facing solutions that include both our traditional educational and next-generation technology products. 

Under general supervision, the Services Operations Business Intelligence Senior Analyst will provide support and perform complex analytical analysis to support services operations and the field team for the Services organization. This position will manage projects and tasks and may serve as a team lead to complete these tasks.  This position works independently and in conjunction with Sales Operations and Services Operations team members and other HMH departments to accomplish these tasks.  The Senior Analyst will support the overall system development (improvement/enhancement) for the Services Operations and Services field team, use various tools to create and maintain reports/analytics and dashboards, coordinate with the internal team, the constituent group and the Technology Group to support the efforts of system and process improvement.

Job Responsibilities

  • Data Analysis and Root Cause Analysis
  • Assist in the development of Services reporting by analyzing requirements, mining data from multiple sources, and executing desired output as required with exactness
  • Develop new reporting solutions as needed, and ensure data integrity for accuracy
  • Collect, retrieve and organize data to identify discrepancies, resolve issues, and identify solutions to prevent recurrence
  • Conduct analyses of information to produce repeatable results and identify solutions to complex problems
  • Analyze, recommend and implement new solutions and ideas to elevate and improve the overall process
  • Plan and monitor timelines to meet strict deadlines in reporting as required
  • Provide ad hoc reports and analysis for various managers upon request
  • Maintain and updatereports, views, page layouts, etc. with required data changes, enhancements and any re-alignments that impact data within in a timely and accurate matter
  • Constituent Involvement
  • Provide end user support to Service Operations, Professional Services field and Sales (in context of services) constituent groups
  • Organize and lead meetings with assigned constituent group as needed
  • Meet with Services management personnel to determine enhancements to be developed and issues and concerns to be resolved
  • Assist and provide end-user or internal team training as needed to ensure appropriate user comprehension and understanding of overall Services process
  • Maintain and update Services specific data as needed
  • Configuration and System Enhancements
  • Provide configuration support to the Service Operations BI team, including presenting requests for new fields, making system updates (new fields, workflows, email templates …), and entering, tracking tickets, and doing UAT for development team items.
  • Evaluate requested business process system requirements
  • Develop and collaborate to develop and write technical enhancement requests to improve system processes as well as assign prioritization
  • Recommend and coordinate IT solutions and ensure corrections or changes are implemented efficiently and effectively.
  • Provide UAT (User Acceptance Testing) and smoke testing support for system enhancements
  • When required, oversee UAT engagement with assigned constituent personnel


  • 3 years related system development, system configuration, business analyst, or report design experience
  • Experience building complex and automated reports
  • Bachelor’s Degree or equivalent work experience 
  • Proficient to expert with Excel (pivot tables, VLookups, formulas)
  • Experience with one or more of the following; SOQL/SQL/other query or programming language, Wave Analytics,  Informatica, Drawloop Document Generation, OBIEE/Cognos/Oracle SQL Plus, Crystal reporting package, Microstrategy or other BI tool, SAP, Microsoft Access (design, query writing, data manipulation), SFDC configuration, business experience working for an education and learning company
  • Strong communication, documentation, collaboration, organizational and problem-solving skills
  • Ability to multi-task and meet deadlines
  • Ability to be proactive, self-directed and self-motivated
  • Skilled and comfortable collaborating with all levels and functions of the company


  • Experience with business process definition and documentation
    2+ years directly responsible for reporting and report design
    Sales Operations/Business Intelligence knowledge
    Experience configuring
  • Wave Analytics
  • Oracle SQL Plus, OBIEE, Cognos, etc
  • Drawloop
  • SQL
  • Experience with a reporting package, such as Crystal
  • Microstrategy or other BI tools
  • Microsoft Access (skilled, including writing queries, report development, data manipulation)
  • SAP


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