Smarsh

Cloud-based archiving and compliance SaaS.

Global Services Operations Analyst

Business OperationsConfirmed live in the last 24 hours

Full-timeHeredia Province, Heredia, Costa RicaNo salary listedHybrid

About the Job

Requirements

A bachelor's degree in Business, Operations, Analytics, Engineering, or a related field.
Six to nine years of experience in services operations, business operations, or systems and process roles, preferably within SaaS or technology organizations.
Demonstrated experience supporting Professional Services Automation (PSA) tools or services delivery systems.
Strong experience working with Salesforce in an operational or systems capacity.
Experience using Jira for operational tracking, cross-functional initiatives, or systems work.
Advanced experience in Power BI, including building dashboards and performing complex analysis.
Proven ability to design and implement scalable operational processes.
Ability to operate independently and manage multiple concurrent initiatives.

Responsibilities

Act as a core partner to the Global Operations Director in implementing, rolling out, and optimizing a new PSA platform.
Support end-to-end implementation activities, including requirements definition, workflow design, testing, deployment, and post-launch optimization.
Ensure PSA workflows support scalable service delivery, accurate financials, and leadership visibility.
Help define longer-term services systems strategy beyond the initial PSA rollout.
Lead analysis of current-state Global Services workflows and identify opportunities for simplification, standardization, and automation.
Design, document, and implement scalable end-to-end operational processes aligned with business objectives.
Create and maintain standard operating procedures, process documentation, and enablement materials for global teams.
Drive continuous improvement initiatives across services operations.
Own the development of operational reporting and analytics to support leadership-level decision-making.
Translate complex operational data into clear insights, trends, and recommendations.
Establish and refine key performance indicators related to utilization, delivery performance, backlog, forecasting, and operational health.
Support executive-level reporting and ad hoc analysis.
Partner with the Global Operations Director on broader strategic initiatives beyond PSA, including process transformation, tooling enhancements, and operational governance.
Support cross-functional initiatives spanning Services, Finance, Sales Operations, RevOps, and IT.
Provide analytical and operational support for long-term planning and scaling efforts.
Bring structure and data to ambiguous or evolving problems as a trusted thought partner.
Collaborate with global stakeholders across regions and functions to drive alignment and adoption.
Support change management efforts related to system and process changes.
Influence without authority by providing clear data, documentation, and recommendations.

Desired Qualifications

Experience in SaaS or technology organizations.
Experience supporting global or multi-region professional services organizations.
Exposure to services financials, including utilization, margin, revenue, and forecasting.
Experience working on large-scale system implementations or operational transformations.
Familiarity with ERP platforms such as NetSuite.

Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

About the role

Smarsh is seeking a highly experienced and strategic Global Services Operations Analyst to support the evolution and scaling of our Global Services organization. Reporting directly to the Global Operations Director, this role will serve as akey operational and analytical partner to leadership, with significant ownership across systems, process, and data.

While theprimary focus in 2026 will be the implementation and global rollout of a new Professional Services Automation (PSA) platform, this role will also support additional strategic initiatives across Global Services Operations, requiring the ability to flex between deep execution and higher-level operational problem solving.

This is a senior individual contributor role suited for someone who can operate with autonomy, influence cross-functional stakeholders, and help shape how Global Services operates at scale.

How will you contribute?

PSA Implementation & Services Systems Strategy

Act as a core partner to the Global Operations Director in the implementation, rollout, and optimization of a new PSA platform

Support end-to-end implementation activities including requirements definition, workflow design, testing, deployment, and post-launch optimization

Ensure PSA workflows support scalable service delivery, accurate financials, and leadership visibility

Help define longer-term services systems strategy beyond initial PSA rollout

Workflow Design & Process Excellence

Lead analysis of current-state Global Services workflows and identify opportunities for simplification, standardization, and automation

Design, document, and implement scalable end-to-end operational processes aligned with business objectives

Create and maintain SOPs, process documentation, and enablement materials for global teams

Drive continuous improvement initiatives across services operations

Reporting, Analytics & Insights

Own the development of operational reporting and analytics to support decision-making at the leadership level

Translate complex operational data into clear insights, trends, and recommendations

Establish and refine KPIs related to utilization, delivery performance, backlog, forecasting, and operational health

Support executive-level reporting and ad hoc analysis

Strategic Operations Initiatives

Partner with the Global Operations Director onbroader strategic initiatives beyond PSA, including process transformation, tooling enhancements, and operational governance

Support cross-functional initiatives spanning Services, Finance, Sales Operations, RevOps, and IT

Provide analytical and operational support for long-term planning and scaling efforts

Act as a trusted thought partner, bringing structure and data to ambiguous or evolving problems

Stakeholder & Change Management

Collaborate with global stakeholders across regions and functions to drive alignment and adoption

Support change management efforts related to system and process changes

Influence without authority by providing clear data, documentation, and recommendations

What will you bring?

Bachelor’s degree in Business, Operations, Analytics, Engineering, or a related field
6–9 years of experience in services operations, business operations, or systems/process roles, preferably within SaaS or technology organizations
Demonstrated experience supporting Professional Services Automation (PSA) tools or services delivery systems
Strong experience working with Salesforce in an operational or systems capacity
Experience using Jira for operational tracking, cross-functional initiatives, or systems work
Advanced experience in Power BI, including building dashboards and performing complex analysis
Proven ability to design and implement scalable operational processes
Strong analytical, problem-solving, and communication skills
Ability to operate independently and manage multiple concurrent initiatives
Experience supporting global or multi-region professional services organizations is preferred.
Exposure to services financials including utilization, margin, revenue, and forecasting is preferred.
Experience working on large-scale system implementations or operational transformations is preferred.
Familiarity with ERP platforms such as NetSuite is preferred.

Why This Role Matters

This role will be a critical partner to Global Services leadership, directly enabling Smarsh’s ability to scale, gain operational visibility, and execute on strategic priorities. The Global Services Operations Analyst will have meaningful ownership, exposure, and impact across the organization.

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.

About the Company

Smarsh

Cloud-based archiving and compliance SaaS.

Smarsh provides cloud-based archiving and compliance solutions for regulated industries like financial services and government. Its platform securely stores, searches, and manages emails, text messages, social media, and other communications across channels, and captures content via services like Connected Capture for Microsoft Teams. It runs as a SaaS, with a cloud-native, context-aware archive designed for scalability and security. Its goal is to help regulated organizations efficiently manage communication data, reduce regulatory risk, and stay compliant, differentiating itself through long-standing major clients and multi-channel coverage.

Company size: 1,001-5,000
Company stage: Acquired
Total funding: $43.6M
Headquarters: Portland, OR
Founded: 2001

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