Senior Professional Services Operations Analyst

About the role

The Senior Professional Services Operations Analyst owns the operational foundation for Professional Services by maintaining accurate PSA (Certinia) and Salesforce data, supporting billing readiness, producing utilization and capacity reporting, and equipping PS leadership with reliable insights for decision-making. This role is responsible for disciplined financial hygiene, data quality, reporting accuracy, and cross-functional operational support across PS Ops, PMs, Finance, Cloud Ops, IT, and leadership.

Responsibilities

• Own daily PSA (Certinia) workflows, including project setup, time entry validation, billing triggers, and utilization reporting.
• Monitor, triage, and resolve data quality issues across PSA and Salesforce before they affect billing, reporting, or downstream business processes.
• Own project financial hygiene, including billable-hours validation, POP/POC exceptions, milestone completion, and revenue schedule accuracy.
• Prepare weekly, audit-ready billing packages and serve as the primary point of contact for PMs and Finance on project financial questions.
• Produce weekly utilization rollups, variance analysis, and PM-level insights to support leadership visibility and operational decision-making.
• Support capacity planning inputs, including Cloud Ops hours, infrastructure allocations, cutover assumptions, and high-effort POC analysis.
• Maintain and improve operational tooling, workflow configuration, release notes, SOPs, and best-practice documentation.
• Participate in system migration and enhancement readiness activities, including data mapping, validation, testing, and defect triage.
• Deliver structured weekly summaries to PS Ops leadership and maintain clear communication with PMs, Technical Consultants, Cloud Ops, Finance, and IT.
• Surface operational blockers proactively and document issues, resolutions, and governance artifacts to support audit readiness and continuous improvement.

Requirements

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• 2–5 years of experience in Professional Services Operations, Professional Services Automation (PSA) systems, project financials, or a comparable operations role.
• Strong knowledge of Professional Services Operations, PSA systems, Salesforce data objects, services-delivery workflows, project financials, billing readiness, utilization reporting, and capacity planning.

Skills

• Proficient in resolving complex operational and financial issues involving cross-system data quality, PSA/Salesforce workflow discrepancies, billing exceptions, utilization variances, POP/POC exceptions, milestone completion issues, revenue schedule accuracy, and migration-readiness defects.
• Strong analytical and practical judgment skills to determine when discrepancies affect billing, reporting, customer delivery, or leadership decision-making.
• Excellent interpersonal and communication skills, with the ability to collaborate proactively with PMs, Technical Consultants, Cloud Ops, Finance, IT, and PS Ops leadership.
• Ability to translate operational and financial issues into actionable insights and provide data-driven updates suitable for both practitioners and leadership audiences.

Benefits

• Comprehensive benefits package.
• Comprehensive training and emphasis on employee development.
• Inclusive and diverse work environment.

Pay

This role is offered at a salary range of $127,000 – $160,000 annually, commensurate with experience and qualifications.

About Us

At Loftware, our end-to-end cloud-based labeling platform helps businesses of all sizes manage labeling across their operations and supply chain, printing over 51 billion labels every year. With over 500 industry experts and 1,000 global partners, Loftware maintains a global presence with offices in the US, UK, Germany, Slovenia, China, and Singapore. We serve industries including automotive, chemicals, clinical trials, consumer products, electronics, food & beverage, manufacturing, medical device, pharmaceuticals, retail/apparel, and more.