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Introduction
We are seeking a highly skilled and experienced Senior Operations Analyst to join our Global Business Operations team at IBM. This role is essential in supporting our Professional Services’ global business operations through effective project management, data analysis, and process optimization. The ideal candidate will have extensive knowledge of business applications, a strong ability to troubleshoot and resolve issues, and the capability to work independently on complex tasks while contributing to the overall success of the organization. The role also emphasizes a strong focus on the customer renewals business and offers opportunities to develop global operational processes and build relationships across diverse internal teams, including senior customer success executives and sales operations
Your role and responsibilities
Standard Operating Processes (SOPs):
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Co-own maintenance of specific SOPs, including documentation updates, identifying gaps, and suggesting enhancements with Operations Manager. Ensure the execution of SOPs aligns with business needs.
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Work with cross-functional teams to document process flow used to drive enhancement
Business Applications:
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Possess extensive knowledge of our business applications, enabling you to execute projects effectively, identify system gaps, and propose automation opportunities.
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Provide operational support for a variety of initiatives to streamline processes, reduce administration and achieve team/business goals
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Serve as the subject matter expert of business applications, able to identify system gaps for fixes and/or automation
Reporting & Analysis:
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Run out-of-the-box reports, fully understand the concepts behind them, and utilize them to meet defined business needs. Independently troubleshoot and resolve related issues. Provide ad hoc reports and intermediate analysis with minimal guidance.
Financial Tasks:
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Independently perform a variety of financial tasks with accuracy and timeliness, escalating complex issues to the manager as necessary
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Execute the month-end financial close process using defined SOPs
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Coordinate revenue tie off with Accounting to accurately report on revenue
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Document and communicate key driver in the forecast; identify any data gaps impacting forecast accuracy
Data Management:
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Highly proficient in working with large datasets in Excel, with the ability to identify, analyze, and document business requirements. Assess the implications of business needs and pass them to the relevant business owner when appropriate
Project Management:
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Undertake high-quality initiative work as prioritized by the Senior Manager, managing the work effort to achieve desired outcomes within target timelines.
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Documentation:
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Develop and maintain professional and functional documentation related to internal SOPs and enablement, with minim
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
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Bachelor’s degree in Business, Finance, Operations, Math, or a related field.
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4+ years of experience in an operations or business analyst role, preferably in a technology or software environment.
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Strong proficiency in Excel and experience working with large datasets
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Experience working in revenue recognition and forecasting with a strong reporting mentality
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Proven ability to independently manage projects and complex tasks
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Excellent problem-solving skills and the ability to troubleshoot issues with a sense of urgency
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A methodical and organized approach to managing a high-volume workload
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Strong communication skills, both written and verbal, with the ability to interact effectively with various stakeholders
Preferred technical and professional experience
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Prior experience working in SaaS software company in Customer Success or Finance
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Must be flexible with work hours/availability to work with team members in other time zones
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Competency in other reporting and data analysis tools such as Tableau, Salesforce.com, databases, statistical packages, etc.
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Training in/experience with project management methodologies
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Advanced data analysis and MS Excel skills. Ability to analyze data and create complex, customized reports and charts in MS Excel and other reporting tools. MS Excel skills must include the ability to automatically merge multiple data sets, use lookups, familiarity with array formulas, develop and debug complex formulas, apply data validation code and ability to format/organize information in a way that intuitive and understandable to a variety of audiences