Operations Analyst

Collabera•San Jose, CA

17d•Onsite

About The Position

Work Location: San Jose, CA – 95134 Job Title: ELA Licensing Operations Analyst Experience REQUIRED: Customer Interaction: o Provide Licensing operations support for Enterprise License customers o Maintain customer records at a very granular level, interact extensively with the customer, manually cut license keys, maintain and track extensive license and order spreadsheets, and upload to document repository o Define process improvement measures to track and improve overall customer satisfaction as it relates to ELA licensing processes Internal Coordination o Interact and collaborate with various internal operational teams, ELA core team and various fulfillment functional teams o Able to execute operational processes to deliver the licensing operations coordination function for the ELA program, while meeting customer expectations o Minimize or eliminate manual steps by understanding current processes and hand-offs, gaps, future needs and designing automated solutions (entitlement tracking, license generation, communication) to improve customer experience and minimize turn-around time . Attention to detail needed. Write scripts to automate process steps to speed up turn around time for licensing requests, etc. Business/Data Analysis & Reporting: o Be the single source of truth for ELA licensing operations in support of initial market trials for the initiative o Build and generate metrics and operational dashboard capabilities on a regular cadence from the ground up. Build and generate quarterly license and value consumption reports for each ELA customer. o Ability to slice and dice data in multiple ways as needed

Requirements

Strong MS Excel Macro and VB scripting skills needed
Strong customer facing experience and associated skills needed (excellent communication – both written and verbal – formal communication to customers)
Extremely detail oriented and proactively driven
Experienced and sharp project manager with ability to juggle multiple tasks in a cross functional, fast paced environment
Experienced business analyst with excellent spreadsheet and database/tools skill-set
Ability to assess and learn quickly; develop processes and tools per business needs while adapting to rapid changes in environment

Nice To Haves

licensing/ SWIFT experience a plus

Responsibilities

Provide Licensing operations support for Enterprise License customers
Maintain customer records at a very granular level
Interact extensively with the customer
Manually cut license keys
Maintain and track extensive license and order spreadsheets, and upload to document repository
Define process improvement measures to track and improve overall customer satisfaction as it relates to ELA licensing processes
Interact and collaborate with various internal operational teams, ELA core team and various fulfillment functional teams
Execute operational processes to deliver the licensing operations coordination function for the ELA program, while meeting customer expectations
Minimize or eliminate manual steps by understanding current processes and hand-offs, gaps, future needs and designing automated solutions (entitlement tracking, license generation, communication) to improve customer experience and minimize turn-around time
Be the single source of truth for ELA licensing operations in support of initial market trials for the initiative
Build and generate metrics and operational dashboard capabilities on a regular cadence from the ground up
Build and generate quarterly license and value consumption reports for each ELA customer
Ability to submit detailed license provision sheets for recognizing revenue per Finance and Operations needs
Weekly updates regarding Partner/Customer data: define dashboards, metrics on customers and partners as needed by the licensing program
Frequent Operational/Licensing Metrics Report: Establish frequent reports on licensing operations, customer, and metrics (license volume/order volume/revenue recognition/channel operations) as needed by the licensing program
Periodic license consumption and value report generation for assigned customers
Prepare Business Review reports as needed for assigned customers