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Operations Analyst
Blackboard Inc.
Phoenix, AZ, United States
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The Operations Analyst provides operational, analytical, and quality support services to the Transact Consulting, Operations Management, Sales and Support teams. In addition, this position actively contributes to a growing knowledge network that improves the effectiveness of our teams and the information available to our clients.
Responsibilities include:
• Strong understanding of Transact business at a fairly detailed level. This includes products, what they do, and how they interact with other products to form a complete system.
• Create, review, and reconcile sales orders to ensure accuracy between the customer purchase order(s) and contractual agreement(s).
• Support the development of metrics to measure, analyze, and recommend improvement strategies on operational processes to include productivity models, resource allocation models, metrics and measures.
• Present findings to Transact Operations Management regarding key activities, trends, and measures affecting this business and our customers.
• Provide process and reporting analysis to support the management team in decision making.
• Create and maintain customer facing quotes and sales orders through the use of Oracle Big Machines. Prepare margin analysis to determine discount eligibility. Validate discount approvals and determine the appropriate resource to approve the discount.
• Determine how the product/service will be delivered (by Consulting, Support or third party vendor) and confirm when the product/service has been completed. This requires analysis of all fulfillment systems (CRM, Kimble, Payment Gateway, etc.).
• Provide assistance to the Consulting team to determine proper product pricing and provide information regarding sales details. This includes project setup in Kimble and timesheet audits, as well as, determining the value of Consulting project change requests.
• Provide operational support to the Support team by creating cases, determining the severity of the case and assigning the appropriate resource to resolve the case.
• Receive, review, and set up new projects in Kimble.
• Prepare weekly and monthly invoicing files from Concur, CRM, Go Sign Me Up, Kimble data to review and prepare Peoplesoft Financials Contracts for billing and revenue recognition.
• Review and correct interface errors in relation to daily invoicing.
• Train Consulting and Sales resources on: sales procedures relating to contracts, quotes and orders; Consulting timesheet and expense entry; Consulting forecasting by Project Managers; standard invoicing procedures.
• Act as a liaison with the Accounting department to resolve any invoicing and revenue related questions.
• Research customer disputes and provide necessary backup to support invoicing.
• Provide reporting to Consulting management to determine profitability, project statuses, and projected invoicing.
• Perform other duties as assigned.
Professional Qualifications:
Required Skills:
• One year of experience in Sales or Client Services Operations.
• One to two years of Clerical and accounting experience.
• Strong computer, financial, communication and analytical skills.
• Experienced Microsoft Excel user.
• Ability to collect and assess data, and report findings in a clear and concise manner.
• Ability to work with minimal supervision, use logical judgement in decision-making, and solve complex problems.
• Strong organizational and multi-tasking skills.
• Strong interpersonal and written and oral communication skills. Ability to interact with all levels of internal clients and external vendors.
Preferred Skills:
• Bachelor’s degree in business, communications or MIS.
• Advanced Excel.
• Experience with reporting tools and report development.
• Experience with PeopleSoft Financials, PeopleSoft CRM, SalesForce, Sharepoint, Big Machines, Kimble, and Payment Gateway related platforms.
• Understanding of contract language and miscellaneous other legal documents.
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.
Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.