Cloud Desk Analyst

We need to output HTML fragment with sections: Use

for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Must preserve all substantive info, no summarizing away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove generic filler like "commensurate with experience". Must not create Pay/Schedule/Benefits unless posting actually states them. The posting includes: "What we offer" includes benefits, pay range, etc. So we can have Benefits and Pay sections. Schedule? Not mentioned. So no Schedule section. Also there is "Location: Nashville, TN; and Milwaukee, WI." That's location info; could be part of About the role or maybe a short p. Not a heading. Also "5% for potential occasional travel to visit customers or internal meetings." That's travel expectation; could be part of Responsibilities or maybe a note. We need to preserve all substantive info: job summary, responsibilities bullet points, requirements, preferred qualifications, about you, success criteria, what we offer (benefits, pay, etc.), company description maybe? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." So we need to include company description? It's substantive but maybe not required? It's part of posting. Should we include? Likely yes, as it's info about company. But we need to fit into sections. Could have an "About the company" section? Not in allowed headings list. The allowed headings are limited to those listed. We could put company description under About the role? Or maybe under a

without heading. The instruction: "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., implying those are examples but we should use those headings for sections. It doesn't forbid other headings, but likely they want only those. Safer to stick to those headings. So we can put company description in a

under About the role or maybe as a separate

without heading. But we need to preserve all substantive info; we can include it as a paragraph after the heading. We need to avoid duplicating lines. Also remove "The preceding job profile has been designed..." that's boilerplate? It's generic; maybe remove. Also "Success Criteria" maybe we can include under Responsibilities or a separate section? Not in list; but we could treat as part of Responsibilities? Might be better to include as a

under Responsibilities? But it's separate. However instruction: "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". Success Criteria is specific content; but we don't have a heading for it in allowed list. Could we create a custom heading? The instruction says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't say we cannot use other headings, but the examples are given. Safer to stick to those. Could we incorporate Success Criteria into Responsibilities? It's about metrics; could be part of Responsibilities (Reporting, Metrics & Operational Visibility). Actually there is already a "Reporting, Metrics & Operational Visibility" bullet under Responsibilities. So Success Criteria maybe redundant; we can omit as it's covered. The "Success Criteria" list includes First Reply, Customer/Partner CSAT, Case documentation, etc. That's similar to metrics. Might be okay to drop as duplicate. Also "Organizational Alignment" etc. Could be omitted as boilerplate. We need to keep location and travel note. Let's extract sections: About the role: job summary paragraphs (first few paragraphs). Could combine. Responsibilities: list of duties from "Role & Responsibilities" sections: Cloud Support & Case Management, Sales & Sales Operations Support, Microsoft SPLA Operational Support, Partner Enablement & Platform Support, Reporting, Metrics & Operational Visibility, Documentation & Process Improvement. Also include the 5% travel note maybe as a bullet. Requirements: "Job Requirements What you offer" bullet list: Demonstrated experience using AI in a practical, applied way..., 1+ years experience in IT business, technical support, or cloud operations, 1+ years experience supporting Sales and/or customers in customer-facing environments, Familiarity with Microsoft cloud programs (CSP, Azure) and exposure to SPLA or licensing concepts preferred, Understanding of multi-cloud ecosystems (AWS, GCP, Microsoft), Strong ability to read, write, and articulate technical and operational documentation, Ability to work cross-functionally across Sales, Operations, and technical teams, Excellent communication, presentation, and stakeholder management skills. Qualifications: maybe "Preferred" bullet list: Experience with Microsoft licensing programs, including CSP and SPLA, Exposure to Sales Operations processes (quoting, onboarding, contract flow, reporting), Bachelor’s degree or equivalent experience, Relevant cloud or IT certifications. Skills: maybe combine with Requirements? But we have separate Skills heading allowed. Could put the communication, documentation, etc under Skills. But we already have them in Requirements. Might duplicate. Better to follow typical structure: Requirements = experience, Qualifications = education/certs, Skills = abilities. Let's parse: From "Job Requirements What you offer": first bullet about AI experience (maybe skill). Then experience bullets (1+ years IT, 1+ years sales-facing). Then familiarity with Microsoft cloud programs (skill). Understanding of multi-cloud (skill). Ability to read/write docs (skill). Ability to work cross-functionally (skill). Excellent communication (skill). So we could treat those as Skills. Then "Preferred" bullet list: Experience with Microsoft licensing programs, Exposure to Sales Operations processes, Bachelor’s degree or equivalent experience, Relevant cloud or IT certifications. Those could be Qualifications. Thus we can have: - Requirements: maybe the AI experience and the years of experience? But the instruction says use headings as given; we can decide. Let's define: About the role: job summary + location + travel note. Responsibilities: the detailed responsibilities bullets. Requirements: the mandatory experience: 1+ years IT business/technical support/cloud ops, 1+ years supporting Sales/customers, Demonstrated experience using AI in a practical applied way (maybe skill but we can put here). Could also include familiarity with Microsoft cloud programs? That's preferred though. Qualifications: Preferred: Experience with Microsoft licensing programs (CSP, SPLA), Exposure to Sales Operations processes, Bachelor’s degree or equivalent experience, Relevant cloud or IT certifications. Skills: Strong ability to read/write/document, Ability to work cross-functionally, Excellent communication/presentation/stakeholder management, Understanding of multi-cloud ecosystems, Familiarity with Microsoft cloud programs (CSP, Azure) maybe. But we need to avoid duplication. Let's try to capture all unique points. List all points from posting: Job Summary paragraphs (2 paragraphs). Location: Nashville, TN; and Milwaukee, WI. 5% for potential occasional travel to visit customers or internal meetings. Responsibilities bullets: - Cloud Support & Case Management: * Resolve Microsoft CSP and basic multi-cloud support cases with verified documentation * Manage a case volume of 20+ cases per week with defined SLA expectations (response time, resolution targets) * Provide structured updates and documentation for all customer and partner interactions - Sales & Sales Operations Support: * Partner with Sales and Sales Operations teams to support pre-sales and post-sales customer engagements * Assist in translating customer requirements into actionable technical and operational guidance * Support onboarding readiness and deal execution in coordination with operations teams * Contribute to pipeline activation and customer lifecycle support, helping convert onboarding into active revenue opportunities - Microsoft SPLA Operational Support: * Provide foundational support for Microsoft SPLA onboarding, reporting, and customer guidance * Support customer transitions involving SPLA (e.g., SPLA to CSP or hybrid scenarios) and associated operational readiness * Help ensure accurate documentation, reporting alignment, and process adherence for SPLA-related activities - Partner Enablement & Platform Support: * Support Hyperscaler Platform personnel train internal and external stakeholders on Cloud platforms (e.g., Cloud-iQ) and service capabilities * Support partner onboarding and enablement activities to ensure operational readiness and successful platform adoption * Collaborate cross-functionally to ensure timely delivery of services and project execution - Reporting, Metrics & Operational Visibility: * Maintain accurate tracking of case activity, partner onboarding progress, and operational workloads * Contribute to team-level reporting and dashboards (case volume, onboarding metrics, pipeline activity) * Provide visibility into trends, blockers, and opportunities to Cloud Desk leadership * Support continuous improvement through data-driven insights and documentation of best practices - Documentation & Process Improvement: * Develop and maintain process documentation, SOPs, and knowledge base articles * Identify gaps and recommend improvements across Cloud Desk, Sales Ops, and partner workflows * Promote consistency, scalability, and operational excellence across all supported programs Job Requirements What you offer: - Demonstrated experience using AI in a practical, applied way — such as improving workflows, automating tasks, enabling better decision‑making, or increasing impact in prior roles. This does not require deep technical or engineering expertise in AI; we value applied use, experimenting, and a mindset of curiosity and continuous learning. - 1+ years of experience in IT business, technical support, or cloud operations - 1+ years of experience supporting Sales and/or customers in customer-facing environments - Familiarity with Microsoft cloud programs (CSP, Azure) and exposure to SPLA or licensing concepts preferred - Understanding of multi-cloud ecosystems (AWS, GCP, Microsoft) - Strong ability to read, write, and articulate technical and operational documentation - Ability to work cross-functionally across Sales, Operations, and technical teams - Excellent communication, presentation, and stakeholder management skills Preferred: - Experience with Microsoft licensing programs, including CSP and SPLA - Exposure to Sales Operations processes (quoting, onboarding, contract flow, reporting) - Bachelor’s degree or equivalent experience - Relevant cloud or IT certifications About You (maybe could be omitted as fluff but it's substantive): bullet points about proactive, passionate, balance, thrive, understand intersection. Could be considered as "Skills" or "About You" but not in headings. Could incorporate into Skills or Requirements? Might be okay to include as a

under About the role? But it's more about personal attributes. Could treat as Skills. Success Criteria: we may omit as duplicate. What we offer: - Generous pay with bonus structure (quarterly or bi-annual depending on the role) - Independent environment without a lot of red tape where you are empowered to make decisions - Substantial benefits package that includes: * Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions plus additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness * 401k program with employer matching 50% up to the first 10% of employee’s contributions * Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice * Access to EAP and concierge services plus pre-paid legal at no cost * Abundant time off that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO) * Employee stock purchase plan * Learning and development opportunities galore, tuition reimbursement, and much more! - Specific to Nashville and Milwaukee-based office employees: company-paid parking - Winning culture, inclusive environment, and friendly people all over the world - A remote-friendly organization, with colleagues working remotely either part or full-time - Target compensation for this role will be $74K - $78K USD(mix of base salary and bonus). Actual offers may be higher or lower than