Professional Services Operations Analyst
Description
Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.
The Professional Services Operations Analyst is responsible for supporting and managing several administrative, reporting & accounting tasks within the Global Services organization. She/He/They will have the responsibility of being a back-up to the more senior operations analysts, as it pertains to the services team. The ideal candidate will be highly data driven, intellectually curious, a fast learner, have basic accounting knowledge and able to move quickly while keeping focus on high impact projects with limited direction and supervision.
Responsibilities:
Global Reporting & Metrics
- Generating, formatting & distribution of several reports on a weekly, bi-weekly, monthly & quarterly basis.
- Tracking of timely action and/or return of said reports and actionable items.
- Reviewing completed, actionable reports for accuracy.
- Reporting of findings (returns, action, accuracy, etc.) to team managers.
- Tracking and reporting of target metrics.
- Analyzing of processes and reporting and providing feedback of potential ways to streamline and/or automate.
Responsibility of Shared Email Mailboxes
- Communication with internal employees, external partners & customers.
- Fielding & auctioning requests and/or questions coming into the shared mailboxes.
- Timely communication and replies within set SLA turnaround.
Administrative/Accounting Based Tasks
- Understanding and communicating organization policies.
- Assistance with filing, following up on & confirming completion of IT service desk tickets as it pertains the team and requirements/needs.
- Using training and basic OTC knowledge to problem solve and action project issues in order to allow for clean month end invoicing.
- Sophisticated clean up and problem solving in regards to customer invoicing discrepancies.
- Ability to fully review and understand terms of contracts (SOWs, PSAs, Order Documents, Etc.) as it impacts billing/invoicing, payment terms and special accounting needs.
- Assisting with and being a back up for Splunk’s monthly invoicing cycle
- Ability to participate in the changing processes as we merge with Cisco; this includes being able to manage Splunk’s PS monthly billing process but subsequently Cisco’s new “billing” style processes, as they will run parallel for some time.
- Performing and managing onboarding and offboarding of personnel in/out of Splunk’s PS related systems.
Requirements:
- Extremely diligent and pays attention to details.
- Ability to analyze and solve problems, perform sophisticated tasks, and prioritize multiple projects and responsibilities.
- Asking “why” or performing detective work before jumping to assist and complete asks from other teams, organizations and customers.
- Strong interpersonal skills and the ability to work effectively with a wide range of individuals in a diverse community.
- Knowledge of general business practices and procedures.
- Experience in customer service & customer/vendor support roles.
- Experience working with senior management and proficient in the practices and demands of progressive and evolving Services organizations.
- Proficient in MS Office Suite, with a focus in intermediate Excel skills.
- SalesForce and/or FinancialForce experience REQUIRED.
- Basic MS suite experience REQUIRED (Excel, Word, PowerPoint).
- Google office suite experience preferred but not required (Google docs, Gmail, GDrive, etc)
- Ability to handle high volume of inquiries.
- Solid understanding of 2 sides of accounting (AR vs AP / customer v.s. vendor). Basc OTC process understanding REQUIRED.
- Excellent communication skills!
- Technology or software background REQUIRED.
Splunk is an Equal Opportunity Employer
At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.
Thank you for your interest in Splunk!