Operations Analyst

Operations Analyst

PURPOSE: 
The Operations Analyst ensures every won deal becomes an accurate, billable contract. You will review deals for quality, work closely with Sales and Project Management on smooth customer setup, and produce the billing and financial data Ascend invoices from. 

RESPONSIBILITIES:

• Quality-check won opportunities and quotes in Salesforce against signed agreements, partnering with Sales to resolve discrepancies before deals are finalized 
• Set up and validate contracts, rate cards, and billing data in ServiceNow, confirming accuracy against Salesforce 
• Activate and maintain contracts, amendments, renewals, and cancellations in Salesforce 
• Project Setup and Communication to Project Management team 
• Ongoing Contract Management and Billing for all service now contracts, projects, and other services through expense line review and processing. These lines will provide invoice data for all monthly recurring revenue, project fees, and hourly fees. 
• Meet monthly billing cutoffs so invoices are accurate and on time 
• Identify and investigate data discrepancies between systems and recommend fixes 
• Supplement and report detailed financial information to Ascend Finance department by providing context and further analysis to contract structure, onboarding timelines, customer churn information, project statuses, change orders, hourly usage trends, drops or increases in monthly recurring revenue 
• Demonstrate clear and precise communication with all adjacent departments, wherever Service Operations are concerned 
• Train and onboard new hires to Service Operations 
• Help build and improve QA checklists, training guides, and processes for the team 
• Document key process flows, and help design and document relevant system changes 
• Partner with IT and business teams to execute system changes that improve efficiency 
• Create and maintain service offerings and SKUs for new products and services 
• Other Responsibilities as assigned by management 

• 1-2 years in billing, revenue operations, contract administration, sales operations, or account management 

• Strong attention to detail, with a habit of checking work against source documents 

• Advanced Excel skills (lookups, pivot tables, comparing large data sets) 

• Clear written communication, and comfort sending work back to colleagues 

• Comfort in a changing environment where processes are still being built 

• Finance, ServiceNow, and Salesforce experience is a plus 

• Committed to Client Success: Our actions and our words always align with the best interest of the client. 
• One Team: We work collaboratively to overcome challenges with humility and respect and do what it takes to find innovative solutions. 
• Integrity: We are unquestionably committed to doing the right thing even when it is hard. 
• Accountability: We hold ourselves and each other accountable for keeping our commitments to our clients, our communities, and one another. 
• Transparency: We create open lines of communication with each other and our clients, fostering relationships founded on candor and trust. 

PHYSICAL DEMANDS:  
Must be able to sit, stand, and bend for the duration of shift. The position is mainly sitting, with occasional lifting up to 50 lbs, such as laptop, server equipment, and, driving to the work site to meet with client(s). 

Starting salary expectations: 55,000 (Salary non-exempt)

The salary for this position is commensurate with experience, skills, and qualifications. The range is intended to reflect our commitment to attracting top talent, and the final offer will be based on factors including, but not limited to, the candidate's previous experience, expertise in the field, relevant certifications, and the specific requirements of the role. In addition, internal equity, market trends, and geographic location may also influence the final salary.
 
Along with a competitive salary, we offer a comprehensive benefits package, including health, dental, and vision insurance, retirement savings options, flexible time off (FTO), and professional development opportunities. We are open to discussing compensation and benefits further during the interview process to ensure alignment with the candidate’s expectations and experience.