Global Services Operations Analyst

Smarsh is seeking a highly experienced and strategic

Global Services Operations Analyst

to support the evolution and scaling of our Global Services organization. Reporting directly to the Global Operations Director, this role will serve as a

key operational and analytical partner

to leadership, with significant ownership across systems, process, and data.

While the

primary focus in 2026 will be the implementation and global rollout of a new Professional Services Automation (PSA) platform , this role will also support

additional strategic initiatives

across Global Services Operations, requiring the ability to flex between deep execution and higher-level operational problem solving. This is a senior individual contributor role suited for someone who can operate with autonomy, influence cross-functional stakeholders, and help shape how Global Services operates at scale.

Key Responsibilities

PSA Implementation & Services Systems Strategy Act as a core partner to the Global Operations Director in the

implementation, rollout, and optimization of a new PSA platform Support end-to-end implementation activities including requirements definition, workflow design, testing, deployment, and post-launch optimization Ensure PSA workflows support scalable service delivery, accurate financials, and leadership visibility Help define longer-term services systems strategy beyond initial PSA rollout Workflow Design & Process Excellence Lead analysis of current-state Global Services workflows and identify opportunities for simplification, standardization, and automation Design, document, and implement

scalable end-to-end operational processes

aligned with business objectives Create and maintain SOPs, process documentation, and enablement materials for global teams Drive continuous improvement initiatives across services operations Reporting, Analytics & Insights Own the development of operational reporting and analytics to support decision-making at the leadership level Translate complex operational data into clear insights, trends, and recommendations Establish and refine KPIs related to utilization, delivery performance, backlog, forecasting, and operational health Support executive-level reporting and ad hoc analysis Strategic Operations Initiatives Partner with the Global Operations Director on

broader strategic initiatives

beyond PSA, including process transformation, tooling enhancements, and operational governance Support cross-functional initiatives spanning Services, Finance, Sales Operations, RevOps, and IT Provide analytical and operational support for long-term planning and scaling efforts Act as a trusted thought partner, bringing structure and data to ambiguous or evolving problems Stakeholder & Change Management Collaborate with global stakeholders across regions and functions to drive alignment and adoption Support change management efforts related to system and process changes Influence without authority by providing clear data, documentation, and recommendations

Required Qualifications & Experience Bachelor’s degree in Business, Operations, Analytics, Engineering, or a related field 6–9 years of experience in

services operations, business operations, or systems/process roles , preferably within SaaS or technology organizations Demonstrated experience supporting

Professional Services Automation (PSA) tools

or services delivery systems Strong experience working with

Salesforce

in an operational or systems capacity Experience using

Jira

for operational tracking, cross-functional initiatives, or systems work Advanced experience in

Power BI , including building dashboards and performing complex analysis Proven ability to design and implement scalable operational processes Strong analytical, problem-solving, and communication skills Ability to operate independently and manage multiple concurrent initiatives

Preferred Qualifications Experience supporting global or multi-region professional services organizations Exposure to services financials including utilization, margin, revenue, and forecasting Experience working on large-scale system implementations or operational transformations Familiarity with ERP platforms such as NetSuite

Key Competencies Strategic mindset with strong execution capability Comfortable operating in ambiguity and driving structure Systems thinker with a data-driven approach Strong stakeholder influence and collaboration skills High ownership, accountability, and attention to detail

Why This Role Matters This role will be a

critical partner to Global Services leadership , directly enabling Smarsh’s ability to scale, gain operational visibility, and execute on strategic priorities. The Global Services Operations Analyst will have meaningful ownership, exposure, and impact across the organization.