Services Operations Analyst
Smartsheet
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Independently manage assigned operational workflows within Professional Services Operations, such as intake processing, project setup, assignment management, or billing readiness
- Execute and validate complex project configurations to ensure accuracy and compliance with contractual and delivery requirements
- Act as a point of contact for operational questions related to owned areas
- Create and process Statements of Work using approved templates and guidelines
- Review SOWs for completeness, clarity, and operational feasibility, escalating non-standard language, redlines, or risk areas as needed
- Support contract revisions and updates by incorporating approved changes into SOWs
- Partner with Sales, Professional Services, Finance, and Legal to support services deal execution and operational readiness
- Coordinate handoffs and follow-ups to ensure timely project kickoff and billing enablement
- Generate and maintain operational reports related to project status, utilization, forecasting, and billing
- Monitor data quality within PSA systems and proactively resolve discrepancies within owned workflows
- Surface trends or recurring issues to senior team members
- Maintain and update SOPs, job aids, and process documentation for owned operational areas
- Identify opportunities to improve efficiency, reduce errors, and improve scalability
- Support rollout and adoption of process changes and system enhancements
Requirements
- 4–6 years of experience in Professional Services Operations, Business Operations, or a related role
- Experience creating and managing Statements of Work using standard templates
- Solid understanding of Professional Services delivery models and PSA systems
- Ability to independently manage complex operational tasks within defined frameworks
- Strong attention to detail with the ability to identify and escalate risk appropriately
- Comfortable partnering cross-functionally to drive execution
- 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
project managementStatement of Work (SOW) creationdata quality monitoringoperational reportingcontract revisionsproject configuration validationprocess documentationefficiency improvementrisk identificationbilling readiness
Soft Skills
attention to detailcross-functional collaborationcommunication skillsindependent managementproblem-solvingescalation of issuesorganizational skillsadaptabilitystakeholder engagementprocess improvement