Services Operations Analyst (Remote Elegible)

Smartsheet•San Jose, CA

6h•Remote

About The Position

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday. Smartsheet is seeking a Services Operations Analyst to independently own defined areas of Professional Services Operations while supporting broader operational initiatives led by senior team members. This role operates with moderate autonomy, handles complex operational work, and serves as a go-to resource for standard-to-semi-complex scenarios, while escalating highly complex or non-standard issues to the Sr. Services Operations Analyst or Manager. This role is an individual contributor and reports to the Sr. Manager, Services Operations (US).

Requirements

4–6 years of experience in Professional Services Operations, Business Operations, or a related role
Experience creating and managing Statements of Work using standard templates
Solid understanding of Professional Services delivery models and PSA systems
Ability to independently manage complex operational tasks within defined frameworks
Strong attention to detail with the ability to identify and escalate risk appropriately
Comfortable partnering cross-functionally to drive execution
Excellent written and verbal communication skills

Responsibilities

Independently manage assigned operational workflows within Professional Services Operations, such as intake processing, project setup, assignment management, or billing readiness
Execute and validate complex project configurations to ensure accuracy and compliance with contractual and delivery requirements
Act as a point of contact for operational questions related to owned areas
Create and process Statements of Work using approved templates and guidelines
Review SOWs for completeness, clarity, and operational feasibility, escalating non-standard language, redlines, or risk areas as needed
Support contract revisions and updates by incorporating approved changes into SOWs
Partner with Sales, Professional Services, Finance, and Legal to support services deal execution and operational readiness
Coordinate handoffs and follow-ups to ensure timely project kickoff and billing enablement
Generate and maintain operational reports related to project status, utilization, forecasting, and billing
Monitor data quality within PSA systems and proactively resolve discrepancies within owned workflows
Surface trends or recurring issues to senior team members
Maintain and update SOPs, job aids, and process documentation for owned operational areas
Identify opportunities to improve efficiency, reduce errors, and improve scalability
Support rollout and adoption of process changes and system enhancements

Benefits

Fully paid Health & Life insurance for full-time employees and family members
Monthly stipend to support your work and productivity
Asociacion Solidarista with employee and employer contributions, as well as potential alliances with entities such as universities, gyms, etc.
12 days paid Vacation + Flexible Time Away Program
20 weeks fully paid Maternity Leave
12 weeks fully paid Paternity/Adoption Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development, including access to Udemy online courses
Company Funded Perks, including a counseling membership and your own personal Smartsheet account
Teleworking options from any registered location in Costa Rica (role-specific).