Role Overview
This position is central to managing and completing intricate service operations processes from start to finish. The associate ensures that all steps in multi-phase workflows are executed correctly, on schedule, and fully resolved, serving as a go-to resource when challenges arise for junior team members.
Key Responsibilities
- Lead end-to-end execution of advanced Service Operations workflows
- Act as the escalation contact for Service Ops Administrators handling complex cases
- Monitor task progress and communicate updates, risks, and changes clearly to stakeholders
- Coordinate follow-ups on project deliverables and internal initiatives
- Facilitate internal quarterly business review meetings with relevant teams
- Manage recurring reporting, including weekly timesheet tracking and end-of-month SOW summaries
- Process monthly billing cycles and support NCE annual renewal activities
- Handle CPQ coordination, particularly for complex or high-volume scenarios
- Oversee daily issue resolution related to CWM contacts and track Jain Tier reporting
- Manage license-related tickets and pricing alignment through SkyKick
- Execute CWM Opportunities & Activities workflows accurately
- Support infrastructure forecasting efforts at the implementation level
- Address timesheet quality issues identified during audits
- Assist in rolling out automation improvements within Service Ops
- Ensure all administrative work follows established standards and procedures
- Identify recurring problems or inefficiencies and propose actionable solutions
- Train and support junior administrators on key workflows
- Ensure continuity during absences or peak periods through effective handoffs
- Flag capacity or quality concerns early, along with suggested fixes
- Escalate only when higher-level intervention from Analysts or Managers is required
Qualifications
Candidates should bring 1–3 years of experience in operations, service coordination, or administrative roles, preferably within a Managed Services environment. Strong attention to detail, reliable follow-through, and the ability to juggle multiple priorities in a fast-moving setting are essential.
Proficiency with operational platforms such as ticketing systems, task management boards, and calendars is expected. A structured approach to work, openness to feedback, and disciplined time management are key to success.
Preferred Background
- Experience in MSP, IT services, or professional services settings
- Familiarity with tools like Monday.com, ConnectWise, or Power BI
- A process-driven mindset focused on consistency and continuous improvement
- Proactive communication style with a tendency to surface issues early
- Comfort handling repetitive, high-volume tasks efficiently
- Team-oriented attitude with willingness to support coverage needs
- Interest in taking on greater operational responsibilities over time
Technical Environment
Primary systems include Monday.com for workflow tracking, ConnectWise for service management, and Power BI for reporting and data insights.
Work Structure
This is a local position based in the Eastern Time Zone, with a fixed schedule from 12:00 PM to 9:00 PM Eastern Time. The role requires consistent availability during these hours.
Culture & Values
The organization values ownership, precise execution, continuous growth, intelligent problem-solving, teamwork, and a strong focus on customer needs. Employees are expected to operate with accountability and contribute to a collaborative, results-driven environment.
Equal Opportunity
This company is committed to equal employment opportunity. Decisions are made without regard to race, religion, color, national origin, gender, sexual orientation, gender identity, age, veteran status, disability status, or other legally protected characteristics.
