Operations Analyst

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 Skills required. Strong MS Excel Macro and VB scripting skills needed. o Strong customer facing experience and associated skills needed (excellent communication – both written and verbal – formal communication to customers) o Extremely detail oriented and proactively driven;licensing/ SWIFT experience a plus o Experienced and sharp project manager with ability to juggle multiple tasks in a cross functional, fast paced environment o Experienced business analyst with excellent spreadsheet and database/tools skill-set o Ability to assess and learn quickly; develop processes and tools per business needs while adapting to rapid changes in environment o 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. Interested candidates please contact Payal Ingle 973-598-3977 payal.ingle(at)collabera.com