Senior Professional Services Operations Analyst
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Job Description
Senior PSA operations analyst administering Certinia and Salesforce for Loftware’s cloud-based labeling platform. Improving project financials, billing readiness, utilization, and operational reporting.
Responsibilities:
- Serve as the primary administrator and subject matter expert for Certinia PSA and associated Salesforce Professional Services processes
- Own system configuration, user support, process governance, and operational best practices across Professional Services
- Maintain project templates, work breakdown structures, utilization models, milestone frameworks, billing configurations, and operational workflows
- Support system enhancements, change requests, release management, testing, validation, and user adoption initiatives
- Partner with IT and business stakeholders on process automation, workflow improvements, and system optimization
- Own project financial hygiene across the PSA platform
- Monitor and validate billable hours, time entry compliance, milestone completion, project status accuracy, revenue schedules, POP/POC exceptions, and billing readiness
- Prepare and review weekly billing packages for Finance and maintain audit-ready project records
- Investigate and resolve project financial discrepancies, billing exceptions, and operational issues impacting revenue realization
- Establish and maintain data quality standards across PSA and Salesforce
- Develop and maintain governance processes, controls, SOPs, process documentation, and audit-ready records
- Serve as escalation point for PSA-related operational issues and cross-functional system concerns
- Partner with Project Managers, Technical Consultants, Finance, Cloud Operations, Sales Operations, and IT
- Support resource management, staffing workflows, infrastructure allocation, and project setup
- Participate in service transformation, migration, and systems enhancement initiatives
- Drive continuous improvement focused on scalability, efficiency, adoption, and operational excellence
- Provide operational analytics, reporting, and business insights on utilization, capacity, project performance, revenue realization, and organizational effectiveness
Requirements:
- Bachelor's degree in Business Administration or related field, or Information Technology or related field
- 2–5 years in Professional Services Operations, PSA systems, project financials, or a comparable operational role
- Advanced knowledge of Certinia (FinancialForce) PSA Administration
- Advanced knowledge of Salesforce platform and services-delivery objects
- Advanced knowledge of Professional Services operations and delivery methodologies
- Advanced knowledge of project accounting and project financial management
- Advanced knowledge of billing and revenue recognition processes
- Advanced knowledge of utilization and resource management
- Advanced knowledge of capacity planning and forecasting
- Advanced knowledge of operational governance and data quality management
- Advanced knowledge of reporting, analytics, and business intelligence
- Strong systems administration expertise
- Deep understanding of how Professional Services organizations operate and generate revenue
- Visa sponsorship is not available for this role
Benefits:
- Comprehensive benefits package
- Comprehensive training for all employees
- Employee development opportunities
- Inclusion, diversity, and belonging initiatives
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