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