Associate Client Services Operations Analyst

About the role

The Associate Client Services Operations Analyst plays a central role in keeping Intapp's professional services delivery running smoothly. You'll own the operational backbone of the Client Services organization — fielding and resolving requests through our ticketing system, configuring and maintaining projects in our PSA, and ensuring that billing, compliance, and system records stay accurate from contract execution through project close.

Responsibilities

• Serve as the first line of operational support for the Client Services organization by triaging and resolving requests submitted through our ticketing system (Freshservice).
• Request types include, but are not limited to: System user provisioning and deactivation across tools including OpenAir, Jira, Smartsheets and Intapp Time Services project configuration Timecard move requests and adjustments General system and process inquiries
• Triage incoming tickets accurately -- routing, escalating, or resolving with appropriate urgency.
• Average 10-20 tickets per day, with a mix of urgent and less urgent requests.
• Request types include, but are not limited to: System user provisioning and deactivation across tools including OpenAir, Jira, Smartsheets and Intapp Time Services project configuration Timecard move requests and adjustments General system and process inquiries
• Support compliance checks across active projects -- validating that project setups, billing configurations, and tNPS surveys are executed accurately and on time, and flagging discrepancies before they become delivery or revenue issues.
• Actively participate in identifying, documenting, and implementing process improvements across the team's core workflows. This includes contributing to the Ops team's improvement roadmap, piloting AI-assisted approaches to reduce manual effort, and measuring the impact of changes over time.
• Support the broader services team with data pulls, ad hoc reporting, and process documentation as the business needs evolve.

Requirements

• Bachelor's degree or equivalent experience; coursework or background in Operations, Information Systems, or Professional Services delivery is a plus.
• Hands-on experience with one or more of: Salesforce, DealCloud/OP4i, Freshservice, Jira, SharePoint or PSA Tooling, e.g., OpenAir/SuiteProjects Pro, Katana, Certinia.
• Familiarity with how these tools interact is a strong advantage.
• A service mindset -- you take pride in making things easy and accurate for the people you support, and you follow through.
• Curious about AI and how it can change the way work gets done -- you don't need to be technical, but you're the kind of person who asks "could this be automated?" and are willing to experiment, learn, and share what works with the team.
• Solid Excel skills and comfort analyzing data; experience with Smartsheet or Tableau is a bonus.
• High attention to detail -- this role touches billing, revenue, and system records where accuracy matters.
• Clear, direct communicator -- written and verbal -- across all levels of the organization.
• Able to manage multiple concurrent requests in a fast-paced environment and work to agreed SLAs.

Qualifications

• Experience with one or more of: Salesforce, DealCloud/OP4i, Freshservice, Jira, SharePoint or PSA Tooling, e.g., OpenAir/SuiteProjects Pro, Katana, Certinia.
• Experience with project management tools like Jira, OpenAir, or PSA Tooling.
• Experience with data analysis tools like Excel, Smartsheet, or Tableau.
• Experience with compliance and billing systems.
• Experience with communication and collaboration tools like Slack or Microsoft Teams.

Skills

• Project management
• Data analysis
• Compliance
• Communication
• Automation

Benefits

• Flexible working hours
• Competitive compensation package
• Health insurance
• Retirement savings plan
• Professional development opportunities

Pay

$75,000 - $90,000 annually

Schedule

Full-time, Monday-Friday, 8:00 AM - 5:00 PM