Business Operations Specialist

Summary

Join Ivanti's Global Revenue Operations team as a Business Operations Specialist! This individual contributor role focuses on overseeing and enabling business processes within the Customer Success Lifecycle. You will act as a Subject Matter Expert (SME), utilizing world-class tools to drive company success. The role requires flexibility in working hours and occasional weekend coverage (compensated with time off). You will be responsible for system configuration, process enablement, requirement gathering, documentation, and project lifecycle management. This position requires a bachelor's degree, 5+ years of relevant experience, and proven success in process improvement and change initiatives. Ivanti offers a supportive and inclusive work environment.

Requirements

• Possess a bachelor’s degree in business or computer related field of study
• Have 5+ years of related experience with a software or hi-tech company operating globally
• Demonstrate a proven track record of designing and implementing new business processes and/or tooling that have led to improved business outcomes
• Show a proven track record of successfully leading change initiatives including system migrations and/or integration across global business processes and/or systems
• Have a minimum of 5+ years advanced experience specifically with Salesforce Experience and/or Service Cloud and ancillary applications
• Possess excellent interpersonal skills, ability to communicate effectively with individual contributors, teams and positively influence at management level (both one-to-one and one-to-many)
• Be a creative thinker with analytical mindset and problem-solving skills. Able to assess, challenge and improve effectiveness of current strategies, practices and systems
• Have strong project management and organizational skills with ability to handle various tasks with attention to detail
• Demonstrate a proven ability to manage change and diffuse difficult situations
• Exhibit a high level of dependability and integrity; be a solid team player, but also highly autonomous. Able to self-motivate and prioritize effectively
• Ideally hold the Salesforce Admin Certification
• Be equipped with Admin Certification/s for assigned tools such as Salesforce.com CRM, Customer Success platforms such as Planhat, Contact Centre telephony platform such as Vonage, Federated Search platform such as Coveo, etc

Responsibilities

• Perform system/s configuration tasks in support of Customer Success Business Processes for assigned applications
• Ensure delivery of tools/processes enablement across business functions
• Manage requests from business users for queries/issues related to assigned systems and/or processes
• Serve as Approved IT Requestor for Enhancements and Projects
• Capture requirements from Business stakeholders, define acceptance criteria and perform UAT
• Own documentation for assigned systems and/or processes, including managing script/template library
• Oversee project lifecycle for system/s change initiatives within SME area including tool expansion, migration and/or replacement
• Maintain high-level awareness of all direct team systems and processes outside of SME area
• Keep up to date with new technologies and industry trends for area of expertise and leverage it to drive continual improvement

Preferred Qualifications

Have supervisory experience in Operations, Customer Support/Success function