Smartsheet

Senior Services Operations Analyst

Smartsheet

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Serve as the primary owner and subject matter expert for Professional Services SOWs, including creation, redlining, review, and operational approval
  • Partner with Sales, Legal, Finance, and Professional Services leadership to ensure SOWs are operationally sound, deliverable, and aligned with revenue recognition and delivery standards
  • Identify and mitigate operational, financial, and delivery risk during SOW review, including scope clarity, assumptions, dependencies, milestones, and acceptance criteria
  • Own and maintain SOW templates, content libraries, and standard clauses, ensuring consistency, compliance, and scalability across services offerings
  • Drive continuous improvement of SOW structure, language, and processes to reduce friction, cycle time, and downstream delivery issues
  • Act as an escalation point for complex or non-standard SOWs, including custom delivery models and edge cases
  • Serve as a trusted subject matter expert across Professional Services Operations, including PSA tooling, intake, project setup, billing readiness, forecasting, and delivery governance
  • Provide operational leadership and decision support to stakeholders without formal authority
  • Act as an escalation point for complex operational issues impacting services delivery, revenue, or customer outcomes
  • Partner closely with Sales, Professional Services, Finance, Legal, Resource Management, and Sales Support to operationalize services engagements from deal close through delivery and billing
  • Translate business and contractual requirements into executable operational processes and system configurations
  • Support alignment across teams by proactively identifying dependencies and risks
  • Own and drive improvements to Services Operations processes, frameworks, and controls to improve efficiency, predictability, and scale
  • Lead enhancements to PSA system usage, data integrity, reporting, and governance
  • Identify opportunities for automation, simplification, and standardization across services workflows
  • Perform and oversee complex project setup and operational configuration to ensure engagements align with contractual terms and financial requirements
  • Support delivery teams and leadership with troubleshooting project-level issues related to scope, forecasting, resourcing, and billing
  • Manage competing priorities and initiatives across stakeholders
  • Create, maintain, and evolve SOPs, playbooks, and process documentation, including SOW guidance and intake standards
  • Establish operational standards and best practices that reduce reliance on tribal knowledge
  • Communicate changes clearly and support adoption across global stakeholder groups

Requirements

  • 5+ years of experience in Professional Services Operations, Deal Desk, Business Operations, or a related function
  • Extensive experience creating, reviewing, and redlining Statements of Work in a SaaS or Professional Services environment
  • Strong understanding of Professional Services delivery models and PSA systems
  • Proven ability to independently lead complex operational initiatives
  • Demonstrated ability to influence without authority and operate as a trusted advisor
  • Strong analytical, process, and problem-solving skills
  • Excellent written and verbal communication skills.
Benefits
  • Fully paid Health & Life insurance for full-time employees and family members
  • Monthly stipend to support your work and productivity
  • Asociacion Solidarista with employee and employer contributions, as well as potential alliances with entities such as universities, gyms, etc.
  • 12 days paid Vacation + Flexible Time Away Program
  • 20 weeks fully paid Maternity Leave
  • 12 weeks fully paid Paternity/Adoption Leave
  • Personal paid Volunteer Day to support our community
  • Opportunities for professional growth and development, including access to Udemy online courses
  • Company Funded Perks, including a counseling membership and your own personal Smartsheet account
  • Teleworking options from any registered location in Costa Rica (role-specific).
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SOW creationSOW redliningSOW reviewoperational approvalPSA systemsproject setupbilling readinessforecastingprocess documentationdata integrity
Soft Skills
operational leadershipinfluence without authorityanalytical skillsproblem-solving skillscommunication skillsstakeholder managementcontinuous improvementrisk identificationdecision supportcollaboration