Sr. Services Operations Analyst (Remote Elegible)

Smartsheet•San Jose, CA

7h•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 Sr. Services Operations Analyst to serve as a senior individual contributor and subject matter expert responsible for the operational health, scalability, and governance of the Professional Services business. This role plays a critical leadership function across Services Operations by owning complex operational domains, driving cross-functional initiatives, and acting as the primary expert for Statement of Work (SOW) creation, redlining, and template governance. The role reports to the Sr. Manager, Services Operations (US).

Requirements

5+ years of experience in Professional Services Operations, Deal Desk, Business Operations, or a related function
Extensive experience creating, reviewing, and redlining Statements of Work in a SaaS or Professional Services environment
Strong understanding of Professional Services delivery models and PSA systems
Proven ability to independently lead complex operational initiatives
Demonstrated ability to influence without authority and operate as a trusted advisor
Strong analytical, process, and problem-solving skills
Excellent written and verbal communication skills

Responsibilities

Serve as the primary owner and subject matter expert for Professional Services SOWs, including creation, redlining, review, and operational approval
Partner with Sales, Legal, Finance, and Professional Services leadership to ensure SOWs are operationally sound, deliverable, and aligned with revenue recognition and delivery standards
Identify and mitigate operational, financial, and delivery risk during SOW review, including scope clarity, assumptions, dependencies, milestones, and acceptance criteria
Own and maintain SOW templates, content libraries, and standard clauses, ensuring consistency, compliance, and scalability across services offerings
Drive continuous improvement of SOW structure, language, and processes to reduce friction, cycle time, and downstream delivery issues
Act as an escalation point for complex or non-standard SOWs, including custom delivery models and edge cases
Serve as a trusted subject matter expert across Professional Services Operations, including PSA tooling, intake, project setup, billing readiness, forecasting, and delivery governance
Provide operational leadership and decision support to stakeholders without formal authority
Act as an escalation point for complex operational issues impacting services delivery, revenue, or customer outcomes
Partner closely with Sales, Professional Services, Finance, Legal, Resource Management, and Sales Support to operationalize services engagements from deal close through delivery and billing
Translate business and contractual requirements into executable operational processes and system configurations
Support alignment across teams by proactively identifying dependencies and risks
Own and drive improvements to Services Operations processes, frameworks, and controls to improve efficiency, predictability, and scale
Lead enhancements to PSA system usage, data integrity, reporting, and governance
Identify opportunities for automation, simplification, and standardization across services workflows
Perform and oversee complex project setup and operational configuration to ensure engagements align with contractual terms and financial requirements
Support delivery teams and leadership with troubleshooting project-level issues related to scope, forecasting, resourcing, and billing
Manage competing priorities and initiatives across stakeholders
Create, maintain, and evolve SOPs, playbooks, and process documentation, including SOW guidance and intake standards
Establish operational standards and best practices that reduce reliance on tribal knowledge
Communicate changes clearly and support adoption across global stakeholder groups

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).