Position Title: Operations Analyst II
Location: Remote, USA
Anticipated Start Date: 1-2 weeks
Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.
Expected Duration: 10/28/2024 to 04/21/2025
Job Type: [FULL TIME (>%3D40 HRS WEEKLY)], [CONTRACT], [Remote]
Pay: $40-$45/hr
The Legal Operations Analyst will manage and execute a variety of services that enable each of the legal practice areas to work in a more efficient and cost effective manner. This individual will use case management, reporting and dashboards to monitor the timely performance and quality of that work, and collaborate with the team to help establish new innovative process improvements to free up attorney time and improve quality of the department's work product. Reporting to the Legal Operations Manager, this individual will be focused on providing excellent internal and external customer experience while efficiently delivering high-quality work-products that accelerate our journey.
The ideal candidate for this role is results-oriented with a demonstrated history of making significant contributions and delivering time-sensitive business-critical services with a strong commitment to upholding work quality standards within a global operations or shared services organization. They should possess a keen interest in understanding how their role aligns with Salesforce's overarching objectives, a passion for enhancing customer satisfaction, and a genuine enthusiasm for optimizing processes and tools.
Responsibilities
* Manage a fast-paced queue of support requests and daily case related tasks of varying level of complexity that are a part of the team's varied service portfolio. Utilize established standard operating procedures and documented processes to drive all issues to resolution, prioritizing customer satisfaction and efficient task execution.
* Develop a deep understanding of the technology, tools, business processes, and legal theory utilized to carry out the range of services within the shared services portfolio performed on behalf of and in collaboration with the various legal business units.
* Take ownership of a designated subset of services within the portfolio becoming the subject matter expert and guiding team members on specific tasks by aligning with business objectives and monitoring performance of service tasks through the creation and interpretation of reports and dashboards.
* Generate and monitor reports and dashboards for services and tasks to analyze data trends and ensure quality. Provide regular status updates to management at both a high level and detailed level on the assigned portfolio.
* May assist senior team members with operational process flows and solution designs, as well as participate in operational enhancement efforts. Gain exposure to the fundamentals of the project and service lifecycle and contribute to process improvement projects as assigned.
Required Qualifications
* Experience using the Salesforce Sales Cloud or Service Cloud required.
* Minimum of three years of experience in operations and/or technology services roles (corporate law department or law firm operations experience would be a plus).
* Perform well under pressure, work independently and as a part of a team in a fast paced environment. Flexible and able to quickly change course when the needs of the business and team shift direction or accelerate delivery.
* Exceptional problem solving skills with passion for data integrity, process definition, and continuous learning.
* Strong organizational skills with a high attention to detail, outstanding time management and communication skills, a commitment to exceptional customer support, and the ability to build relationships at every level of the organization
* Experience creating dashboards and reports, and ability to apply insights to inform business decision-making.
* Outstanding oral and written communication skills; able to communicate and convey information effectively.
* Demonstrates a high level of professionalism and discretion handling sensitive or confidential information.
* Proficient to expert user-level aptitude in Microsoft Office and/or Google Suite.
* Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
Preferred Qualifications
* Demonstrated participation in process improvement initiatives and/or project management experience
* Reporting and Analytics skills in Salesforce Reports and Dashboards, Einstein Analytics, or Tableau.
* Experience with data analysis and reporting; proven ability to analyze, present, and action on raw data (with emphasis on data integrity and accuracy)
* Experience with Apttus, Ironclad, or similar Contract Lifecycle Management tool a plus.
* A general fearlessness regarding the unknown, keen ability to focus, navigate, and function effectively through ambiguity
Interested candidates please send resume in Word format Please reference job code 230638 when responding to this ad.
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