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Job Category
Global Affairs
Job Details
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The Salesforce Legal Operations Shared Services team is an integral part of our Legal Operations team, focused on driving continuing operational efficiency for Salesforce's Legal department. The team is process and technology oriented, resolving a high volume of cases in support of our Legal and Corporate Affairs teams.
The Legal Operations Senior Analyst will manage and execute a variety of work types or services that enable each of the practice areas in Legal & Corporate Affairs to work in a more efficient and cost effective manner. This individual will use case management, reporting and dashboards to monitor the timely performance and quality of our work, and collaborate with our stakeholders and partners to innovate and deliver process improvements to free up attorney time and enhance the quality of the department's work product.
The ideal candidate is results-oriented with proven meaningful contributions to a well-structured global Shared Services Organization and a strong commitment to the quality of the work they are responsible to deliver on behalf of their stakeholders. They must be curious about how their responsibilities play into Salesforce's ultimate goals, passionate about driving customer satisfaction, and enthusiastic about innovation and automation opportunities.
Responsibilities
- Manage a fast-paced queue of daily case related tasks of varying complexity that are a part of the team's diverse service portfolio by developing a knowledge of technology, business processes and legal theory used to execute those services.
- Take ownership of a designated subset of services within the portfolio, becoming the subject matter expert and guiding team members on specific tasks by understanding business objectives that drive the work, and monitoring the team's performance through creation and interpretation of reports and dashboards.
- Partner with businesses we support by sharing data insights, and collaborating cross functionally to implement agreed upon improvements.
- Troubleshoot, train and effectively communicate benefits of systems, optimal use, and resources available to internal clients.
- Flex between services as priorities change.
- Provide project status reporting, both at a high level and detailed level.
- Actively contribute to the team by sharing skills and ideas.
Required Qualifications
- Five or more years' experience in operations and/or technology services roles in a corporate law department or law firm
- Proven track record of reliable delivery of time-sensitive business-critical services
- Strong customer-service orientation toward internal clients and external customers
- Perform well under pressure, work independently and as a part of a team in a fast paced environment
- Exceptional problem solving skills as well as attention to data integrity, process definition, and continuous learning.
- Strong organizational skills, outstanding time management and communication skills, a commitment to building relationships at every level of the organization
- Experience creating dashboards and reports, and ability to apply insights to inform business decision-making
- Outstanding oral and written communication skills
- Demonstrates a high level of professionalism and discretion handling sensitive or confidential information.
- Proficient to expert user-level aptitude in Microsoft Office and/or Google Suite.
- Bachelors Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
- Fluency in English
Preferred Qualifications
- Demonstrated participation in process improvement initiatives and/or project management experience
- Experience with Salesforce platform, specifically Sales Cloud and Service Cloud
- Reporting and Analytics skills in Salesforce Reports and Dashboards, Einstein Analytics, or Tableau
- Experience with Apttus, Ironclad, or similar Contract Lifecycle Management tool
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