Operations Analyst
1 day ago
Work Location: San Jose, CA – 95134
Job Title: ELA Licensing Operations Analyst
Customer Interaction:
- Provide Licensing operations support for Enterprise License customers.
- Maintain customer records at a very granular level, interact extensively with the customer, manually cut license keys, maintain and track extensive license and order spreadsheets, and upload to document repository.
- Define process improvement measures to track and improve overall customer satisfaction as it relates to ELA licensing processes.
Internal Coordination:
- Interact and collaborate with various internal operational teams, ELA core team and various fulfillment functional teams.
- Able to execute operational processes to deliver the licensing operations coordination function for the ELA program, while meeting customer expectations.
- Minimize or eliminate manual steps by understanding current processes and hand-offs, gaps, future needs and designing automated solutions (entitlement tracking, license generation, communication) to improve customer experience and minimize turn-around time. Attention to detail needed.
- Write scripts to automate process steps to speed up turn around time for licensing requests.
Business/Data Analysis & Reporting:
- Be the single source of truth for ELA licensing operations in support of initial market trials for the initiative.
- Build and generate metrics and operational dashboard capabilities on a regular cadence from the ground up.
- Build and generate quarterly license and value consumption reports for each ELA customer.
- Ability to slice and dice data in multiple ways as needed.
- Strong MS Excel Macro and VB scripting skills needed.
- Strong customer facing experience and associated skills needed (excellent communication – both written and verbal – formal communication to customers).
- Extremely detail oriented and proactively driven; licensing/SWIFT experience a plus.
- Experienced and sharp project manager with ability to juggle multiple tasks in a cross functional, fast paced environment.
- Experienced business analyst with excellent spreadsheet and database/tools skill-set.
- Ability to assess and learn quickly; develop processes and tools per business needs while adapting to rapid changes in environment.
- Ability to submit detailed license provision sheets for recognizing revenue per Finance and Operations needs.
Weekly updates regarding Partner/Customer data: define dashboards, metrics on customers and partners as needed by the licensing program.
Frequent Operational/Licensing Metrics Report: Establish frequent reports on licensing operations, customer, and metrics (license volume/order volume/revenue recognition/channel operations) as needed by the licensing program.
Periodic license consumption and value report generation for assigned customers: Prepare Business Review reports as needed for assigned customers.
Additional InformationInterested candidates please contact
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