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