Demand Operations Support Analyst

At Board, we help enterprises plan smarter, drive outcomes and lead transformation with one single Intelligent Planning Platform. Trusted by thousands of leading organizations, over the last 30 years we have designed our Product with enterprise planning agility in mind and the passionate care of our people as our main driver. 
We strongly believe every colleague brings unique value to our whole. We collaborate openly and effectively to deliver results and celebrate our shared success, thrive on innovation, and embrace a growth mindset to aim higher every day.
If you’re a forward-thinker looking for the great next step in your career within an innovative and collaborative environment, Board is the right workplace for you!
As a Demand Operations Support Analyst, you will play a crucial role in the Demand Operations team as part of a wider GTM Operations. You will be responsible for providing business process and administrative support for demand operations capabilities (processes, systems and insights), ensuring smooth operation and adoption by business users. Your expertise will help optimize performance of marketing, sales and partner initiatives by leveraging GTM technology and supporting end-users with training and troubleshooting.
Key Responsibilities:
User Assistance and Support:

• Responding to Inquiries: Address user questions and issues related to demand management processes and tools via a ticketing system.
• Basic Troubleshooting: Diagnose and resolve common issues with GTM systems and related business processes, providing immediate support to minimize disruptions.
• Escalation: Escalate complex or unresolved requests to higher-level support, ensuring timely and effective resolution.

System Configuration and Maintenance:

• System Configuration: Assist users with initial system setup, template creation, and tasks such as sales/marketing cadences/campaigns creation and list building.
• Routine Maintenance: Perform regular maintenance tasks to ensure optimal configuration and performance of the demand operations systems.

User Onboarding & Enablement:

• Onboarding New Users: Guide new users through the setup and basic use of demand operations systems.
• User Enablement: Conduct “how-to” sessions, share best practices, and create instructional materials to help users effectively utilize system features.

Monitoring and Reporting:

• Usage and Performance Monitoring: Monitor user activity, capabilities adoption, and system performance to proactively identify potential issues and develop improvement initiatives.
• Generating Reports: Create reports to provide insights and track performance.

Documentation and Knowledge Management:

• Creating Documentation: Support development and maintenance of user guides, FAQs, and knowledge base articles to address common queries and document processes.
• Logging Interactions: Document all user interactions, issues, and resolutions in a ticketing system for future reference and analysis.

Data Quality and Integrity:

• Data Management: Assist with data entry, cleanup, and integrity checks to ensure accurate and reliable data across the demand operations systems.
• Addressing Discrepancies: Identify and resolve data discrepancies and inconsistencies within the systems.

User Feedback and Capabilities Improvement:

• Gathering Feedback: Collect user feedback on demand operations processes and systems.
• Communicating Needs: Relay user needs and pain points to the Demand Operations Field Support Supervisor to inform improvements and enhancements.
• Participating in Testing: Assist in testing new processes, system enhancements, and new feature rollouts.

Collaboration and Communication:

• Team Collaboration: Work closely with other demand ops team members to ensure cohesive support efforts.
• Communicating Updates: Keep users informed about updates, changes, and best practices.

Continuous Improvement: 

• Staying Updated: Keep abreast of the latest features, updates, and best practices for each system in the technology stack.
• Professional Development: Participate in ongoing training and development opportunities to enhance knowledge and skills related to demand operations capabilities and user support.

Requirements:

• Technical Proficiency: Strong understanding of GTM platforms such as Demandbase, Salesloft, Seismic, Ombud, LinkedIn Sales Navigator, Salesforce, ZoomInfo, D&B Hoovers, Marketo, or similar systems.
• Experience: Previous experience in a similar support role within a revenue operations or marketing and sales operations team.
• Knowledge: Foundations of demand management and understanding of how revenue operations and marketing and sales organisations operate.
• Customer Service Orientation: Commitment to providing excellent support and service to end-users.
• Communication Skills: Excellent verbal and written communication skills to effectively support users.
• Problem-Solving Skills: Strong troubleshooting and problem-solving abilities.
• Analytical Skills: Ability to analyze data and provide actionable insights.
• Adaptability: Ability to manage multiple tasks and adapt to changing priorities.
• Language Skills: Fluency in English (mandatory)

Our commitment to Diversity and Inclusion:
Join a company that believes in the added value of diversity, inclusion, and belonging. We foster a working environment in which all people are respected and valued, for all aspects which make them unique. We hire you for who you are, and we want you to bring your true self to work every day!