What are the responsibilities and job description for the Operations Analyst II position at Iconma LLC?

Our Client, a Software company, is looking for an Operations Analyst II for their Burlington, MA / Remote location.

Responsibilities :

Manage a fast-paced queue of support requests and daily case related tasks of varying level of complexity that are a part of the team's varied service portfolio. Utilize established standard operating procedures and documented processes to drive all issues to resolution, prioritizing customer satisfaction and efficient task execution.
Develop a deep understanding of the technology, tools, business processes, and legal theory utilized to carry out the range of services within the shared services portfolio performed on behalf of and in collaboration with the various legal business units.
Take ownership of a designated subset of services within the portfolio becoming the subject matter expert and guiding team members on specific tasks by aligning with business objectives and monitoring performance of service tasks through the creation and interpretation of reports and dashboards.
Generate and monitor reports and dashboards for services and tasks to analyze data trends and ensure quality. Provide regular status updates to management at both a high level and detailed level on the assigned portfolio.
May assist senior team members with operational process flows and solution designs, as well as participate in operational enhancement efforts. Gain exposure to the fundamentals of the project and service lifecycle and contribute to process improvement projects as assigned.

Requirements :

Experience using the Client Sales Cloud or Service Cloud required.

Minimum of three years of experience in operations and / or technology services roles (corporate law department or law firm operations experience would be a plus).

Perform well under pressure, work independently and as a part of a team in a fast paced environment. Flexible and able to quickly change course when the needs of the business and team shift direction or accelerate delivery.

Exceptional problem solving skills with passion for data integrity, process definition, and continuous learning.

Strong organizational skills with a high attention to detail, outstanding time management and communication skills, a commitment to exceptional customer support, and the ability to build 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; able to communicate and convey information effectively.

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.

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.)

Preferred Qualifications

Demonstrated participation in process improvement initiatives and / or project management experience

Reporting and Analytics skills in Client Reports and Dashboards, Einstein Analytics, or Tableau.

Experience with data analysis and reporting; proven ability to analyze, present, and action on raw data (with emphasis on data integrity and accuracy)

Experience with Apttus, Ironclad, or similar Contract Lifecycle Management tool a plus.

A general fearlessness regarding the unknown, keen ability to focus, navigate, and function effectively through ambiguity

Why Should You Apply?

Health Benefits

Referral Program

Excellent growth and advancement opportunities

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.

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Operations Analyst II

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