{"id":3635470,"url":"https://alion.io/job/smarsh-global-services-operations-analyst","title":"Global Services Operations Analyst","company":{"id":1738,"name":"Smarsh","domain":"smarsh.com","url":"https://alion.io/company/smarsh","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":85,"open_postings":13,"ghost_share":0,"stale_share":0.385,"repost_share":0,"time_to_fill_p50_days":67,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Heredia, Costa Rica"],"countries":["CR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-11-02T15:42:06Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-07T17:19:57Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"About the role\nSmarsh 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.\nWhile 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.\nThis 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.\nHow will you contribute?\nPSA Implementation & Services Systems Strategy\nAct as a core partner to the Global Operations Director in the implementation, rollout, and optimization of a new PSA platform\nSupport end-to-end implementation activities including requirements definition, workflow design, testing, deployment, and post-launch optimization\nEnsure PSA workflows support scalable service delivery, accurate financials, and leadership visibility\nHelp define longer-term services systems strategy beyond initial PSA rollout\nWorkflow Design & Process Excellence\nLead analysis of current-state Global Services workflows and identify opportunities for simplification, standardization, and automation\nDesign, document, and implement scalable end-to-end operational processes aligned with business objectives\nCreate and maintain SOPs, process documentation, and enablement materials for global teams\nDrive continuous improvement initiatives across services operations\nReporting, Analytics & Insights\nOwn the development of operational reporting and analytics to support decision-making at the leadership level\nTranslate complex operational data into clear insights, trends, and recommendations\nEstablish and refine KPIs related to utilization, delivery performance, backlog, forecasting, and operational health\nSupport executive-level reporting and ad hoc analysis\nStrategic Operations Initiatives\nPartner with the Global Operations Director on broader strategic initiatives beyond PSA, including process transformation, tooling enhancements, and operational governance\nSupport cross-functional initiatives spanning Services, Finance, Sales Operations, RevOps, and IT\nProvide analytical and operational support for long-term planning and scaling efforts\nAct as a trusted thought partner, bringing structure and data to ambiguous or evolving problems\nStakeholder & Change Management\nCollaborate with global stakeholders across regions and functions to drive alignment and adoption\nSupport change management efforts related to system and process changes\nInfluence without authority by providing clear data, documentation, and recommendations\nWhat will you bring?\nBachelor’s degree in Business, Operations, Analytics, Engineering, or a related field\n6-9 years of experience in services operations, business operations, or systems/process roles, preferably within SaaS or technology organizations\nDemonstrated experience supporting Professional Services Automation (PSA) tools or services delivery systems\nStrong experience working with Salesforce in an operational or systems capacity\nExperience using Jira for operational tracking, cross-functional initiatives, or systems work\nAdvanced experience in Power BI, including building dashboards and performing complex analysis\nProven ability to design and implement scalable operational processes\nStrong analytical, problem-solving, and communication skills\nAbility to operate independently and manage multiple concurrent initiatives\nExperience supporting global or multi-region professional services organizations is preferred. \nExposure to services financials including utilization, margin, revenue, and forecasting is preferred. \nExperience working on large-scale system 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