AppD Centralized Services Operations Analyst (Remote)
Location:Moorestown, New Jersey, US
Additional Location(s)New York, Boston
Area of InterestProfessional Services
We at AppDynamics are looking for a driven, hands-on, business-minded individual with good technical experience with the Salesforce.com (SFDC) platform. This unique role will help support the Professional Services and Education processes as well as develop new processes to meet the evolving business needs of the Customer Experience organisation at AppD.
This individual will be a technical resource for Salesforce-based systems at AppD, and provide the Project Management Organisation (PMO) and Delivery Management teams with support. The primary responsibilities of the role are to assist with project creation and revenue items within SFDC, and provide SFDC technical support (reports, dashboards, onboarding etc.). This unique individual will have the ability to identify and creatively address business issues to support the operational process within the EMEA and AMER regions.
Project administration: Set up projects within the PSA system in SFDC. Ensure that the projects are accurate and consistent with the customer Statement of Work contract.
Monitor and manage projects throughout the project lifecycle to ensure projects adhere to the operational processes.
Work closely with the Project Managers and Project Coordinators to ensure the accurate reflection of project financials and transactions.
Help drive timely entry of billable time and expenses across the teams.
Ensure the appropriate teams receive accurate data feeds to track revenue and utilization.
Participate in team meetings, advocate and implement process changes.
Implement month- and quarter-end close processes.
Be an initial point of contact for operational questions.
Complete quarterly operational reviews for all services projects, providing mentorship for data quality and ensuring processes followed.
Contribute ideas for improvements in FinancialForce and general processes.
Build new reports and regional dashboards in Salesforce to contribute to our next phase of system maturity.
Perform UAT testing for system updates and regular upgrades.
Assist in solving issues in SFDC / FinancialForce.
Provide ad hoc coverage for other teams in addition to covering AMER and EMEA full time, simultaneously - non-standard work hours might apply.
Problem solving with multiple partners; Mediation and account reconciliations
Orchestrates effective operating cadences and rhythm to deliver timely, consistent work and accurate reporting
Demonstrates successful time management skills
Intermediate level PSA tool skills
Intermediate Level SFDC or FF (Salesforce.com, FinancialForce preferably) skills, including reporting, dashboards, cross referencing, project management and opportunity management
Excellent Google sheets/MS Excel skills and numeracy skills
Good listening skills, questioning and discovery
Good problem solving skills;
Matrix management across complex organizations;
Strong verbal and interpersonal skills;
Time management, with the ability to manage and complete tasks according to various deadlines
Decision-making, critical thinking, and attention to detail;
Tolerance and flexibility, adjusting to different situations;
Ability to work effectively;
Multiple languages preferred
Educated to bachelor degree level preferred
Knowledge in Salesforce or other CRM tools
Proficient with Microsoft Excel & Word and/ Google Sheets & Docs
Familiarity with Lucidcharts & Smartsheets a plus
Strong analytical and problem solving skills a MUST
PSA, specifically FinancialForce (FF), experience a plus
2+ years project administration experience and knowledge of project management methodology
What do we offer?
We offer competitive pay as well as an outstanding benefits package that includes private health care, participation in Cisco Employee Stock Purchase Program, generous time-off policy and much more. All of it makes our company the #1 World’s Greatest Place to Work! (http://cs.co/900011cQj).