Operations and Analytics Specialist
About Us
Location - Clark Freeport Zone, Pampanga, Philippines
Department - IT Service Desk and Central IT
Function - Product R&D
Working Pattern - Hybrid
Benefits - Benefits at Ideagen
Salary - this will be discussed at the next stage of the process, if you do have any questions, please feel free to reach out
We’re seeking an experiencedSystems Administrator to join our Customer Systems Team, managing day-to-day operations across two critical platforms: Gainsight CS and Kantata. In this hands-on role, you’ll ensure both systems run smoothly while supporting the teams that rely on them and strengthening cross-platform expertise. You’ll collaborate closely with a seasoned Gainsight specialist for onboarding and knowledge transfer, as well as a Kantata Admin for training on key workflows and processes. This is a central role within our post-sales tech ecosystem, focused on reliability, execution, and continuous improvement.
Responsibilities
Gainsight CS Administration (50%)
- Help manage and improve Gainsight features like customer success plans, workflows, email programs, and health scores
- Keep data accurate by monitoring system integrations and resolving any issues
- Create and maintain dashboards and reports to track customer health, NPS, and renewals
- Support daily operations by handling tickets, troubleshooting issues, and testing updates
- Assist with customer communications and email campaigns
- Monitor integrations with Salesforce and Zendesk and help resolve any data issues
Kantata Administration (35%)
- Take ownership of the monthly reconciliation process to ensure all project and financial data is accurate
- Support day-to-day system administration, including user access, project setup, and resource planning
- Build reports and dashboards to track team performance, project health, and financials
- Maintain data quality through regular checks and updates
- Support and train users, and keep documentation up to date
Cross-Platform & Team Support (15%)
- Work with the Business Analyst to turn business needs into clear tasks
- Collaborate with team members to share knowledge and improve processes
- Help maintain documentation and standard ways of working
- Proactively highlight risks or issues to keep everything running smoothly
Skills and Experience
- 3-5 years of systems administration experience in a SaaS or tech environment
- Hands-on experience with Gainsight CS (workflows, health scores, email programs, dashboards) or with any similar platform
- Familiarity with Salesforce integrations, data syncing, and validation
- Proven ability to manage day-to-day operations across multiple systems independently
- Strong attention to detail, especially with data accuracy, and experience building business reports and dashboards
- Able to prioritize and manage multiple tasks with minimal supervision
- Clear written communication in English, including documenting processes and raising issues
- Collaborative and proactive, with a willingness to share knowledge and work across global team
Nice to Have:
- Experience with Kantata or similar tools (like Mavenlink, FinancialForce, or Certinia)
- Exposure to month-end processes or data reconciliation
- Experience working with customer success or professional services teams
About Ideagen
Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen!
What is next?
If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.
To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at [email protected]. All matters will be treated with strict confidence.
#LI-HT1 #LI-Hybrid #LI-Fulltime