Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Role and Responsibilities
We are seeking a highly skilled and experienced Senior Operations Analyst to join our Global Business Operations team at Apptio, an IBM Company. This role is essential in supporting our Professional Services' global business operations through effective project management, data analysis, and process optimization. The ideal candidate will have extensive knowledge of business applications, a strong ability to troubleshoot and resolve issues, and the capability to work independently on complex tasks while contributing to the overall success of the organization. The role also emphasizes a strong focus on the customer renewals business and offers opportunities to develop global operational processes and build relationships across diverse internal teams, including senior customer success executives and sales operations.
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You:
Join the world's leading software company for IT professionals where opportunities for career development are limitless on the back of a rapidly growing and evolving company.
You are a highly motivated person with a passion for driving business outcomes through data manipulation and analysis, program management and cross-functional teamwork. You enjoy working independently on data manipulation and analysis projects and are comfortable performing multiple iterations of analysis and presentations, based on input from multiple stakeholders. You are equally comfortable and effective at leading calls and meetings, with co-workers from various functions and levels and find it easy to establish mutual understanding and credibility. You are diligent about performing other follow-up activities to drive and track programs, which may be initiated based on your data analysis or other motivators. People who work with you would describe you as detail oriented, strategic, committed and enjoyable to work with.
Us:
The Global Business Operations team at Apptio plays a critical role in managing the internal processes, systems, and finances that drive the ""business of services."" Acting as a bridge between Services Sales & Delivery, Customer Success, Corporate FP&A, Accounting, and IT, the team ensures the seamless flow of the quote-to-cash (Q2C) process for services. Mission is to enable the Services organization to achieve its business and financial goals. The team supports Apptio's Professional Services team by providing the necessary tools and processes to deliver high-quality deployments and drive product adoption, all while maintaining alignment with financial objectives. Given the rapid growth of the business, successful team members thrive in a fast-paced environment, continuously seeking ways to improve and scale operations.
Standard Operating Processes (SOPs):
- Co-own maintenance of specific SOPs, including documentation updates, identifying gaps, and suggesting enhancements with Operations Manager. Ensure the execution of SOPs aligns with business needs.
- Work with cross-functional teams to document process flow used to drive enhancement.
- Possess extensive knowledge of our business applications, enabling you to execute projects effectively, identify system gaps, and propose automation opportunities.
- Provide operational support for a variety of initiatives to streamline processes, reduce administration, and achieve team/business goals.
- Serve as the subject matter expert of business applications, able to identify system gaps for fixes, and/or automation.
- Run out-of-the-box reports, fully understand the concepts behind them, and utilize them to meet defined business needs. Independently troubleshoot and resolve related issues. Provide ad hoc reports and intermediate analysis with minimal guidance.
- Independently perform a variety of financial tasks with accuracy and timeliness, escalating complex issues to the manager as necessary.
- Execute the month-end financial close process using defined SOPs.
- Coordinate revenue tie off with accounting to accurately report on revenue.
- Document and communicate key driver in the forecast; identify any data gaps impacting forecast accuracy.
- Highly proficient in working with large datasets in Excel, with the ability to identify, analyse, and document business requirements. Assess the implications of business needs and pass them to the relevant business owner when appropriate.
- Project Management:
- Undertake high-quality initiative work as prioritized by the Senior Manager, managing the work effort to achieve desired outcomes within target timelines.
- Develop and maintain professional and functional documentation related to internal SOPs and enablement, with minimal guidance from teammates.
Required Technical and Professional Expertise
- 5+ years of experience in an operations or business analyst role, preferably in a technology or software environment.
- Strong proficiency in Excel and experience working with large datasets.
- Experience working in revenue recognition and forecasting with a strong reporting mentality.
- Proven ability to independently manage projects and complex tasks.
- Excellent problem-solving skills and the ability to troubleshoot issues with a sense of urgency.
- A methodical and organized approach to managing a high-volume workload.
- Strong communication skills, both written and verbal, with the ability to interact effectively with various stakeholders.
Preferred Technical and Professional Expertise
- Prior experience working in SaaS software company in Customer Success or Finance
- Must be flexible with work hours/availability to work with team members in other time zones
- Competency in other reporting and data analysis tools such as Tableau, Salesforce.com, databases, statistical packages, etc.
- Training in/experience with project management methodologies
- Advanced data analysis and MS Excel skills. Ability to analyze data and create complex, customized reports and charts in MS Excel and other reporting tools. MS Excel skills must include the ability to automatically merge multiple data sets, use lookups, familiarity with array formulas, develop and debug complex formulas, apply data validation code and ability to format/organize information in a way that intuitive and understandable to a variety of audiences.