Global Services Operations Analyst

Smarsh, Inc.

Job Overview

Location

Bangalore

Job Type

Full-time

Full Job Description

📋 Description

• Join Smarsh, a recognized leader in digital communications compliance and intelligence, and play a pivotal role in scaling our Global Services organization.
• We are seeking a highly experienced and strategic Global Services Operations Analyst to drive the evolution and efficiency of our worldwide services delivery.
• Reporting directly to the Global Operations Director, this role is designed for a proactive and analytical individual who thrives in a dynamic environment and possesses a strong aptitude for operational excellence.
• You will serve as a key operational and analytical partner to leadership, taking significant ownership across our critical systems, processes, and data management within the Global Services function.
• The primary focus for 2026 will be the successful implementation and global rollout of a new Professional Services Automation (PSA) platform, a critical initiative for enhancing our service delivery capabilities.
• This role demands a blend of deep execution and strategic problem-solving, requiring you to manage complex projects while also identifying opportunities for operational improvement.
• You will support additional strategic initiatives across Global Services Operations, demonstrating flexibility and a broad understanding of operational needs.
• This is a senior individual contributor position, ideal for someone who can operate with a high degree of autonomy, influence cross-functional stakeholders effectively, and contribute to shaping how Global Services operates at scale.
• As a critical partner to Global Services leadership, you will directly enable Smarsh’s ability to scale operations, gain enhanced visibility into service delivery, and execute strategic priorities with precision.
• The Global Services Operations Analyst will have meaningful ownership, broad exposure across the organization, and a tangible impact on our success.
• Key responsibilities include managing and optimizing the PSA platform post-implementation, ensuring it meets the evolving needs of the Global Services team.
• You will be instrumental in defining, documenting, and refining operational processes to streamline service delivery, improve efficiency, and ensure consistent quality across all global engagements.
• This involves analyzing existing workflows, identifying bottlenecks, and implementing best practices to enhance productivity and reduce operational overhead.
• Data analysis and reporting will be a core component of this role. You will be responsible for developing and maintaining key performance indicators (KPIs) and operational dashboards to provide leadership with actionable insights into service delivery performance, resource utilization, and project profitability.
• You will collaborate closely with Sales, Professional Services, Finance, and Engineering teams to ensure seamless integration of services operations with other business functions.
• This cross-functional collaboration is essential for aligning operational strategies with overall business objectives and driving a unified approach to customer success.
• You will contribute to the development of business cases for new operational tools, process improvements, or strategic initiatives, using data-driven insights to support recommendations.
• Proactively identify risks and opportunities within the Global Services Operations landscape and develop mitigation or enhancement strategies.
• Support the development and delivery of training materials for the PSA platform and other operational tools to ensure widespread adoption and effective utilization by the team.
• Stay abreast of industry trends and best practices in professional services operations and technology to continuously improve Smarsh’s operational capabilities.
• This role requires a meticulous approach to data integrity, ensuring accuracy and reliability in all operational reporting and system data.
• You will be a champion for operational excellence, fostering a culture of continuous improvement within the Global Services team.
• The ideal candidate will possess strong project management skills, with the ability to manage multiple priorities, deadlines, and stakeholders in a fast-paced environment.
• You will leverage your analytical skills to interpret complex data sets, identify trends, and translate findings into clear, concise recommendations for leadership.
• This position offers a unique opportunity to shape the operational backbone of a rapidly growing global services organization at a company that is a recognized leader in its field.
• Contribute to the strategic planning process for Global Services Operations, providing data-backed insights and operational expertise.
• Ensure compliance with Smarsh’s policies and procedures within all operational activities.
• Drive adoption and adherence to new processes and systems across the Global Services team through effective communication and change management.
• Analyze project financials and resource allocation to identify areas for cost optimization and revenue enhancement.
• Develop and maintain documentation for all operational processes, system configurations, and best practices.
• Act as a subject matter expert for the PSA platform and other operational tools, providing support and guidance to users.
• Collaborate with IT and vendor partners to manage system integrations, upgrades, and troubleshooting.
• This role is crucial for enabling Smarsh to deliver exceptional services to its growing customer base while maintaining operational efficiency and scalability.

🎯 Requirements

• Proven experience in a Global Services Operations, Professional Services Operations, or similar role, with a strong focus on process improvement and system implementation (e.g., PSA, CRM, ERP).
• Demonstrated ability to analyze complex operational data, identify trends, and translate insights into actionable recommendations for leadership.
• Experience with implementing and managing Professional Services Automation (PSA) platforms is highly desirable.
• Strong project management skills, with the ability to manage multiple initiatives, stakeholders, and deadlines effectively.
• Excellent communication, interpersonal, and influencing skills, with the ability to collaborate effectively with cross-functional teams at all levels.
• Proficiency in data analysis tools and techniques (e.g., Excel, SQL, Tableau, Power BI).

🏖️ Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO) and company holidays.
• Opportunities for professional development and continuous learning.
• Collaborative and innovative work environment with a focus on employee growth.

Skills & Technologies

Onsite

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Smarsh, Inc.

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About Smarsh, Inc.

Smarsh provides cloud-based archiving, supervision, and compliance solutions for electronic communications in regulated industries. It captures email, social media, mobile messaging, voice, and collaboration platform data, indexing and storing it for retention, retrieval, and oversight. The platform supports SEC, FINRA, FCA, GDPR, and other global regulations with automated policy enforcement, e-discovery, and analytics. Financial services, government, and healthcare organizations use Smarsh to manage risk, ensure regulatory compliance, and reduce litigation exposure. Founded in 2001, the company is headquartered in Portland, Oregon, with offices in the U.S., U.K., and India.

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