Technical Operations Analyst

Company Overview: 

Are you passionate about making a tangible impact? Do you thrive in a fast-paced environment where attention to detail is key? At Milestone, we're a team of innovative problem-solvers who are revolutionizing mass tort settlement administration. We champion efficiency, transparency, and education for law firms and their clients after settlement.

Milestone is a high-touch settlement services provider that streamlines mass tort settlement administration through innovative technology while providing bespoke attorney fee deferral services and trauma-informed plaintiff settlement planning. 

Named a fastest-growing company by both Inc. 5000 and The Business Journals, Milestone drives all growth toward building a better legal system for the plaintiff. We are committed to pushing the boundaries of excellence and innovation in the legal industry.

Characteristics of a Milestonian:

Yes, we have a name for ourselves. We call ourselves Milestonians, and you’ll often hear our “To the moon!” catchphrase shouted in the halls of the office or tacked onto the end of Teams calls. We’re not going to say that we’re a family here (frankly, it’s a little weird when companies say that), but we do consider ourselves to be a tight-knit group, bound by our mutual drive and purpose. As such, Milestonians tend to have the following in common. Milestonians are: 

• Dependable. Milestonians lean into each situation and project with a proactive spirit. We anticipate needs, identify challenges before they arise, and step up collectively when it matters most. Curiosity fuels our dependability, prompting us to ask “why” and “how” at every turn. This spirit of innovation and creativity drives us to dig deeper into the details, articulate issues, seek smarter solutions, and deliver effective results.
• Empathetic. Milestonians embrace a people-first approach. Trauma-informed empathy is built into our DNA, making strong interpersonal communication, active listening, and genuine support the cornerstones of every interaction. Milestone celebrates diversity of thought and experience, and Milestonians are empowered to contribute their unique perspective. We care about our clients and seek to understand the nuances of others’ experiences.
• Agile. Milestonians find opportunity in the fluidity of our fast-paced, innovative environment. We are able to multi-task and prioritize within the scope of a given project. Challenges spark resourcefulness, prompting us to think critically and strategically, adapt, iterate, and improve. We prioritize flexibility, readily pivoting when needed to ensure the most efficient path to exceeding expectations.
• Principled. Milestonians champion open communication, treating each other with respect and understanding. Maintaining a healthy work-life balance is encouraged, built on a foundation of trust and accountability. Milestone’s commitment to ethical practices permeates both internal operations, as well as every client interaction.

Characteristics of a Milestone Technical Operations Analyst:

In addition to the above, we are looking for a candidate who also uniquely fulfills the specific needs of our Technical Operations Analystrole.

We are recruiting a Technical Operations Analyst to work under the direction and supervision of our Technical Operations Lead, improving efficiency, increasing reliability, and enhancing productivity on our Tech Team. This individual will ultimately manage direct reports, so they must be as personable as they are tech-savvy.

Primary Functions & Responsibilities:

• Coordinate with cross-functional teams to identify technical requirements and ensure project deliverables meet business needs
• Configure, lay out, and script our document, data mapping, and digital signature workflows
• Consult and collaborate with business and functional groups to deliver projects
• Identify inefficiencies and implement strategic improvements that enhance productivity and minimize waste, positively affecting the bottom line and operational excellence
• Configure and script Salesforce Marketing Cloud email and SMS messaging workflows
• Analyze and refine production workflows and technology systems
• Develop and implement processes for managing operations or projects to ensure that they meet clients’ needs, legal requirements, and organizational goals
• Provide information, documentation, and guidance necessary to seamlessly transition designed systems to the operations and support areas
• Work with other teams to provide functional and scalable integrations to power other Milestone platforms
• Collaborate with outside service providers, development, infrastructure, and database teams

Requirements & Qualifications:

• Bachelor’s degree 
• 1-3 years of experience in technical operations or a related field

• SQL knowledge and experience working with relational databases, schemas, stored procedures, views, user defined functions, and avoiding blocking and contention
• Experience with ETL/intake of data from a variety of sources (db, CSV, JSON, API), data standardization, validation, verification, and exposing the data via standard protocols to provide data for internal applications and analytics
• Must be a self-starter able to work independently under minimal supervision, but also take direction/guidance well and function efficiently as part of a collaborative team
• Excellent problem-solving, analytical, and decision-making skills
• Outstanding team player willing to help at a moment’s notice with a keen ability to prioritize urgent matters
• The ability to be agile and react quickly to changing priorities
• Maintain a high degree of attention to detail and professionalism in working with various clients, time-sensitive materials, and confidential matters
• Must be able to meet deadlines, wear multiple hats, maintain flexibility to pivot as needed throughout the day, and thrive in high-pressure situations

Job Specs & Details:

• Headquartered in Buffalo, New York 
• Hours: Monday – Friday 9am-5pm ET
• Salary commensurate with experience 
• 401(k) w/match
• Health, dental, & vision insurance
• Generous paid time off
• Paid maternity/paternity leave

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Milestone is an equal opportunity employer and welcomes candidates from all backgrounds to apply. We are committed to creating a diverse and inclusive workplace.