Responsibilities
- Own and execute complex Service Ops workflows end to end
- Ensure tasks are completed accurately, on time, and fully closed
- Act as an escalation point for Service Ops Admins when workflows become complex
- Proactively communicate status, risks, and changes to stakeholders
- Support Projects follow-ups and coordination
- Run internal QBR updates meetings with stakeholders (internal-facing)
- Own weekly timesheet reports and follow-ups
- Execute end-of-month billing processes
- CPQ execution and coordination, including complex or overflow scenarios
- Own daily CWM contact issue management
- Manage Jain Tier Issues reporting
- Manage SkyKick license tickets and license pricing coordination
- Own SOW end-of-month reporting
- Manage NCE annual renewals
- Execute CWM Opportunities & Activities workflows
- Support Infrastructure Forecasting Program for support-driven projects (execution layer)
- Perform Timesheet QA remediation for issues identified through audits
- Support execution and rollout of Service Ops automations
- Ensure Admin-level execution aligns with documented standards and processes
- Identify gaps, inefficiencies, or recurring issues and raise recommendations
- Train and support Service Ops Admins on workflows owned
- Ensure effective handoffs and coverage during PTO or high-volume periods
- Raise capacity or quality risks early, with proposed solutions
- Escalate only when issues require Analyst or Manager-level involvement
Team
Structure: Service Operations team within a Managed Services Provider (MSP) environment. Reports to: Team Lead, Service Ops
Additional Information
- Full Time Contract
- 12:00 PM - 9:00 PM Eastern Time
- Equal Employment Opportunity employer
- Does not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics
