Service Operational Specialist

Summary

Join a dynamic and growth-oriented organization as an Operations Specialist – Strategic Initiatives, where you will play a crucial role in converting strategy into action with impact to clients and employees. As a seasoned professional, you will manage documentation, requirements, and schedules for strategic initiatives, develop internal project plans, and collaborate with cross-functional departments.

Requirements

• Proficiency in other project planning tools such as Smartsheet is a must
• Advance Smartsheet User template experience
• Some experience with SharePoint is required
• 2 to 4 years of experience in a strategic operations or related role
• Possess hands-on experience in help desk support or a similar role, demonstrating proficiency in addressing user inquiries, resolving issues, and ensuring the seamless day-to-day operations of internal ticketing systems, particularly those utilizing Salesforce
• Proficiency in Salesforce administration, including customization, configuration, and workflow automation, with a demonstrated ability to rework and optimize existing systems for enhanced operational efficiency
• Strong project coordination skills, displaying experience in developing internal project plans and managing strategic initiatives, specifically those related to Salesforce implementations
• Experience in internal process improvement and initiative management
• Proven ability to develop strong relationships and build trust with diverse internal and external stakeholders
• Demonstrated soft skills and the ability to effectively employ a diplomatic internal customer service approach
• Integrity, commitment, and leadership qualities
• Effective negotiation and influencing skills in resource-limited environments
• Eagerness to learn, grow, and take on increasing responsibilities
• Strong written, verbal, and organizational skills, with a focus on critical thinking
• Proactive, preventive mindset with a willingness to acquire new skills
• Inquisitive nature, with the ability to seek additional information for resolving uncertainties

Responsibilities

• Management of documentation, requirements, and schedules for strategic initiatives
• Development of internal project plans and real-time tracking systems
• Coordination of resources within the team
• Creation of action plans
• Collaboration with cross-functional departments
• Facilitation of discussions with key stakeholders to map business processes, gather feedback on pain points, goals, and requirements
• Assisting with studies assessing the potential for change resistance and managing agreed-upon strategies to mitigate challenges in implementing process improvements
• Collaboration with cross-functional teams to gather requirements for system enhancements, ensuring alignment with business processes and organizational goals
• Monitoring and analyzing user feedback and system performance metrics to identify opportunities for further improvement and user satisfaction
• Staying updated on Salesforce updates and best practices, applying relevant knowledge to enhance the functionality and capabilities of the internal ticketing system
• Assessing the functionality and user experience of the existing internal ticketing system in collaboration with stakeholders, identifying areas for improvement and customization
• Providing ongoing support for the Salesforce-based internal ticketing system, addressing user inquiries, resolving issues, and ensuring seamless day-to-day operations
• Ensuring that timeline goals are met by closely monitoring initiative progress and proactively addressing any deviations
• Providing comprehensive support to the service Operations team in planning and optimizing operational processes
• Organizing and maintaining up-to-date operational documentation, ensuring accuracy and timely updates
• Preparing and presenting reports on operational efficiency as needed
• Collaborating with cross-functional teams to streamline processes and enhance overall operational effectiveness
• Performing additional duties as required, demonstrating flexibility and adaptability within the service Operations team

Benefits

• Unlimited Paid Time Off (PTO)
• Paid Parental Leave
• Company-funded 401k contributions
• 100% employer covered individual & family health insurance plans provided