Global Services Operations Analyst

About the role

Smarsh is seeking a highly experienced and strategic Global Services Operations Analyst to support the evolution and scaling of our Global Services organization. Reporting directly to the Global Operations Director, this role will serve as a key operational and analytical partner to leadership, with significant ownership across systems, process, and data.

While the primary focus in 2026 will be the implementation and global rollout of a new Professional Services Automation (PSA) platform, this role will also support additional strategic initiatives across Global Services Operations, requiring the ability to flex between deep execution and higher-level operational problem solving.

This is a senior individual contributor role suited for someone who can operate with autonomy, influence cross-functional stakeholders, and help shape how Global Services operates at scale.

How will you contribute?

PSA Implementation & Services Systems Strategy

• Act as a core partner to the Global Operations Director in the implementation, rollout, and optimization of a new PSA platform
• Support end-to-end implementation activities including requirements definition, workflow design, testing, deployment, and post-launch optimization
• Ensure PSA workflows support scalable service delivery, accurate financials, and leadership visibility
• Help define longer-term services systems strategy beyond initial PSA rollout

Workflow Design & Process Excellence

• Lead analysis of current-state Global Services workflows and identify opportunities for simplification, standardization, and automation
• Design, document, and implement scalable end-to-end operational processes aligned with business objectives
• Create and maintain SOPs, process documentation, and enablement materials for global teams
• Drive continuous improvement initiatives across services operations

Reporting, Analytics & Insights

• Own the development of operational reporting and analytics to support decision-making at the leadership level
• Translate complex operational data into clear insights, trends, and recommendations
• Establish and refine KPIs related to utilization, delivery performance, backlog, forecasting, and operational health
• Support executive-level reporting and ad hoc analysis

Strategic Operations Initiatives

• Partner with the Global Operations Director on broader strategic initiatives beyond PSA, including process transformation, tooling enhancements, and operational governance
• Support cross-functional initiatives spanning Services, Finance, Sales Operations, RevOps, and IT
• Provide analytical and operational support for long-term planning and scaling efforts
• Act as a trusted thought partner, bringing structure and data to ambiguous or evolving problems

Stakeholder & Change Management

• Collaborate with global stakeholders across regions and functions to drive alignment and adoption
• Support change management efforts related to system and process changes
• Influence without authority by providing clear data, documentation, and recommendations

What will you bring?

• Bachelor’s degree in Business, Operations, Analytics, Engineering, or a related field
• 6-9 years of experience in services operations, business operations, or systems/process roles, preferably within SaaS or technology organizations
• Demonstrated experience supporting Professional Services Automation (PSA) tools or services delivery systems
• Strong experience working with Salesforce in an operational or systems capacity
• Experience using Jira for operational tracking, cross-functional initiatives, or systems work
• Advanced experience in Power BI, including building dashboards and performing complex analysis
• Proven ability to design and implement scalable operational processes
• Strong analytical, problem-solving, and communication skills
• Ability to operate independently and manage multiple concurrent initiatives
• Experience supporting global or multi-region professional services organizations is preferred.
• Exposure to services financials including utilization, margin, revenue, and forecasting is preferred.
• Experience working on large-scale system implementations or operational transformations is preferred.
• Familiarity with ERP platforms such as NetSuite is preferred.