Operations Analyst

Software Support Bonifacio Global City, Philippines


The Central Operations Analyst is responsible for driving operational efficiency and effectiveness across the Courts and Justice division.  The Central Operations Analyst collaborates with other division staff while representing C&J interests in Tyler-wide initiatives and projects.  Central Operations Analyst projects impact multiple departments as well as other Tyler divisions. 

Our customers are primarily C&J employees and Divisional Leadership, so the analyst must understand and respect the perspective and the end-to-end customer experience of Tyler employees and their ability to leverage the tools and services we provide to perform their business functions effectively and seamlessly.  They must balance this understanding with the need to minimize operating costs through recognizing operational trends through data and analysis and making improvement recommendations to maximize the use of corporate tools, gain efficiencies in operational services, and minimize operational effort and budget.

This position has a significant impact on employee satisfaction and is primarily responsible for minimizing Operations spend, ensuring all C&J departments are operational and working within Industry Best Practices

This position has a significant impact on employee satisfaction and is primarily responsible for minimizing Operations spend, ensuring all C&J departments are operational and working within Industry Best Practices. 


  • Serve as the Subject Matter Expert and primary support contact for the CRM software system used by the division, performing the following duties:
    • Serve as first point of contact for CRM questions and outages, validating issues experienced by staff, resolving issues, and escalating issues when necessary.
    • Configure and modify the CRM software system to meet new business requirements, primarily updating product details and templates.
    • Provide guidance to managers and staff in the Support Department on best usage of CRM.
    • Train new staff members how to use CRM.
  • Act as the divisional representative on the enterprise-wide CRM Business Analyst Committee, where you will:
    • Discuss current CRM issues, solutions to issues, and propose CRM changes requested by divisional leadership. Must be able to communicate needs and advocate for divisional priorities.
    • Validate changes made to the corporate CRM system: Coordinate testing within the division, conduct testing, resolve issues encountered, document test cases and results, communicate results.
  • Act as Project Manager of CRM projects:
    • Understanding the business problem
    • Creating and managing to the project timeline
    • Communicating with divisional CRM users about the project
    • Coordinating resources to complete the required activities on time.
  • Serve as a Subject Matter Expert for additional various internal cross-departmental tools, responsible for hands-on administration, maintenance, support, testing, training and implementation of features, consulting with teams on usage, and providing thought-leadership on applications of the tools across the business.
  • Participate in divisional and enterprise-wide tools projects, primarily as a Subject Matter Expert and consultant, as well as assisting in facilitating and tracking project progress as needed.
  • Partner with teams across the division to select new tools, including requirements gathering to clarify the scope of the business need, researching, and performing hands-on assessments of various tools, and developing an operational strategy for management and divisional usage of the tool once implemented.
  • Partner with the Operations Project Manager, Corporate IT, Accounting, departmental operations, and management to manage licenses for third party tools used across the division. This includes processing requests for new licenses, managing license renewals, auditing license usage, and conducting analysis to proactively identify optimization opportunities for license usage and billing.
  • Define and facilitate change management in tools usage, business policies, and procedures through documentation and training.
  • Design, implement and monitor metrics for various initiatives, tracking efficiencies and performance to identify successes and opportunities for improvement. This includes, but is not limited to, business metrics, process efficiency metrics, employee feedback, and quality control measures.  
  • Participate in recurring meetings with working groups and management teams to discuss operational improvements.
  • Document (knowledge-based articles) and communicate features and functionality changes
  •  Troubleshoot bugs and unexpected behavior experienced by divisional staff, and then partner with IT to resolve any issues.
  • Facilitate the migration and onboarding of new business units to the tools used by our division’s support organization, including CRM, the Client Support Portal (TCP), TylerTech.com, Bomgar, JIRA, etc
  •  Perform other job-related duties and responsibilities as assigned.

The Operations Analyst must be able to:

  • Quickly master new technologies and provide effective training and consultation to internal clients.
  • Stay current on best practices for the tools used within the division.
  • Partner with other departments, management, and 3rd party vendors to meet operational goals, creating detailed business analysis, outlining problems, opportunities, and solutions for the business.
  • Prioritize issues and demonstrate a sense of urgency.
  • Multi-task by fielding staff and management inquiries, resolving issues of varying urgency and helping other team members.
  • Present operational topics to a wide range of audiences including divisional staff, management, and executive leadership.
  • Demonstrate ability to provide professional and personable service.
  • Work on complex projects either independently or as part of a team.
  • Be adept at finding the root cause of an issue to determine proper course of action for timely resolution.
  • Constantly assisting other team members with various operations activities, participating in problem solving, providing recommendations, and performing work as needed.
  • Demonstrate advanced knowledge of operations, problem management tools and procedures.
  • Demonstrate excellent partnering, communication, and negotiating skills.
  • Maintain composure under pressure.
  • Work effectively in a fast paced, team based, customer service-oriented environment.


  • BS/BA degree in related field or equivalent experience is required.
  • Hands on experience as a CRM Analyst with a strong understanding of the tool’s concepts, including commonly used definitions, data, practices, and procedures of service.
  • Experience in the following tools is also required: Atlassian JIRA, Microsoft Dynamics CRM, Web Self Service, Confluence.
  • Some experience or a strong desire to learn several of the following tools is preferred: Tableau, Coveo, Support Logic, ZenDesk, Cornerstone, PSA ChangePoint, Bomgar, PagerDuty, DataDog, a survey tool (such as Checkmarx or Survey Monkey).
  • Ability to understand technical concepts to quickly learn tool(s).
  • Ability to provide guidance to users on best usage of tool(s).
  • Ability to proactively identify and propose changes that can be made to the tool(s) to increase the effectiveness of usage.
  • Experience testing CRM integrations and understanding of JIRA integration and key concepts desired.
  • Inquisitive nature with exceptional analytical, critical thinking and problem-solving skills
  • Excellent interpersonal and consultative skills, including verbal and written communication skills, facilitation, teamwork, and customer service skills.
  • Both detail-oriented with the ability to understand and think about the bigger picture
  • Ability to communicate complex quantitative analysis in a clear, precise, and actionable manner.
  • Expanded Microsoft PowerPoint & Excel knowledge.
  • Ability to visualize concepts and data, for example, using flowcharts to communicate business processes.
  • Strong organizational skills, including the ability to multi-task, work as part of a team, and train divisional employees on best practices, policies, and tools.
  • Must be self-motivated, self-driven, and task oriented with a focus on getting results quickly and on time.