Shared Services Enablement Analyst

Tilt Finance

96d

About The Position

In this role, you will serve as a high-impact individual contributor within the Shared Services team, combining project management, data analysis, and flexible execution across QA, Learning & Development, and Content. You will partner with the Shared Services Lead and L&D Enablement Manager to deliver insights, drive projects to completion, and provide tactical support where needed. This role ensures Shared Services initiatives move forward without delay while also creating the clean data and structured processes required for AI-driven enablement.

Requirements

• 3+ years of experience in project coordination, operations, or customer support enablement
• Strong analytical skills with proficiency in Excel/Google Sheets; experience with BI tools (Looker, Tableau) is a plus
• Experience supporting QA, training, or knowledge management programs
• Strong writing and editing skills for documentation and training content
• Excellent organizational and communication skills; able to manage multiple projects simultaneously
• Familiarity with BPO/vendor environments and fintech customer support preferred

Responsibilities

• Manage Shared Services projects, tracking milestones, deliverables, and dependencies across QA, L&D, and Content
• Analyze QA results, training completion, and KB usage data to identify performance trends
• Track Shared Services data and performance, and report on impact for leadership and cross-functional partners
• Support AI and automation initiatives by structuring QA, KB, and training data for system integration
• Conduct QA audits during peak periods or backlog relief
• Prepare calibration reports and surface error trends to QA leadership
• Partner with L&D to connect QA insights to training interventions
• Draft and update KB articles, SOPs, and internal documentation
• Ensure content is accurate, structured, and AI-ready (metadata, tagging)
• Track and manage content updates in collaboration with SMEs and Content leadership
• Coordinate training schedules with internal and vendor teams
• Administer LMS tasks such as enrollment, completions, and reporting
• Convert SOPs and process docs into learning materials under guidance of the L&D team
• Support vendor oversight by tracking adherence to QA and training schedules
• Capture meeting notes, action items, and drive follow-through across Shared Services initiatives

Benefits

• Virtual-first teamwork with WFH office reimbursement
• Competitive compensation packages and generous equity
• Flexible health plans at every premium level, and substantial subsidies
• Direct exposure to leadership team
• Paid global onsites twice yearly
• Growth opportunities based on contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level