Professional Services Operations Analyst

o Working US adjusted pattern - 14:00 to 23:00 local time which will be equivalent of 07:00 to 16:00 East Coast Time & 04:00 to 13:00 PST.

· Provide support to the Professional Services team throughout the project lifecycle.

o Familiarity with the order booking process & documentation to be able to assist with queries relating to order booking.

o Assist with troubleshooting issues for PS during the Order Booking process.

o Familiarity with customer account setup as it relates to PS orders.

o Manage the routine billing process for PS projects between Certinia PS Cloud/PSA & the backend billing in Netsuite.

o Handling the process around PO receipt & changes after orders are booked.

o Handling requests for credits & rebills and collecting approvals as needed.

o Handling prepayment requests.

o Preparing invoice backup documentation for attachment with invoices.

o Supporting the PS team with routine time tracking & time adjustments.

o Supporting the PS teams on handling exception situations on projects.

o Managing the Project Closure process when projects are completed.

o Analysing data & troubleshooting issues as they arise.

o Respond to requests for audit information.

o Familiarity with the expense handling process between Concur expense reimbursement system & PS Cloud.

o Assisting with revenue recognition queries & adjustments on projects as needed.

o Assist with knowledge sharing in the usage of Certinia PS Cloud/PSA & other systems within the Ops Team & the wider global PS organization.

· Operational management and oversight of the Service Provider engagement process

o Responsibility for managing the overall process, documentation & data records.

o Work with the PS team to organize the engagement of external Service Providers for delivery of PS projects.

o Organize documentation for on-boarding new Service Providers including the preparation of Service Provider Agreement pack (SPA)

o Support the PS team in the preparation of documentation pack for individual Service Provider engagements including:

§ Agreement for Work (AFW) for each engagement

§ Purchase Requisition

o Work with Central Procurement Office (CPO) to obtain Purchase Orders.

o Work with IT to on-board Service Providers to our systems.

o Work with the PS team, CPO & IT to organize AFW extensions, Purchase Order extensions and access extensions.

o Manage the process for payment of Service Provider invoices for PS which includes:

§ Verification of invoices against time records

§ Verification of valid PO data & budget

§ Request Approvals from PS for invoices

§ Co-ordinating with Accounts Payable to request processing of invoices

§ Following up with Services Providers and/or PS to reconcile any discrepancies between invoices, PO data & time records.

§ Work with Accounts Payable to resolve queries with invoice payments.

§ Month End analysis & reconciliation of invoice status & payments.

§ Provide Finance Operations with Month End cost accrual information.

· Reporting & Housekeeping Checks

o Assist in the creation & maintenance of Financial Force reports to provide information to allow analysis on project activity.

o Monitor and audit internal reporting for PS Management & teams to ensure metric accuracy.

o Routine housekeeping checks to ensure standard processes required by the Tungsten Automation Delivery Method (TDM) are being followed.

o Housekeeping checks to identify any data discrepancies that need investigation & resolution.

o Working with the PS Project Managers , Delivery Managers & other users to correct data where needed.

· Process Improvement

o Identify opportunities for ongoing process improvement as part of daily activity

o Document & maintain Standard Operating Procedures (SOPs)

· Familiarity with Certinia PSA & Netsuite is an advantage.

· Proficiency with Microsoft Office applications such as Excel, Word & Powerpoint.

· Ability to interact and communicate with all levels of an organization both internally and externally.

· Excellent written and verbal communication skills.

· Solid math aptitude with ability to extrapolate numbers and analyze quickly for trends; errors; etc.

· Team player who is also able to work independently with little to no supervision for extended periods of time (e.g. a business week).

Ability to work collaboratively and make decisions in a fast-paced environment.

• Associate or Bachelor's degree preferred with a minimum of 2-4 years of experience, preferably in a Professional Services environment.
• Experience in a software company is a plus.