Senior Professional Services Operations Analyst

This is a fully remote position, open to applicants in New Hampshire.

📋 Description

• Act as the main administrator and subject matter expert for Certinia PSA and the related Salesforce Professional Services processes.

• Take ownership of system configuration, user assistance, process governance, and operational best practices within Professional Services.

• Oversee project templates, work breakdown structures, utilization models, milestone frameworks, billing configurations, and operational workflows.

• Assist with system enhancements, change requests, release management, testing, validation, and initiatives for user adoption.

• Collaborate with IT and business stakeholders to drive process automation, workflow enhancements, and system optimization.

• Manage project financial hygiene within the PSA platform.

• Track and verify billable hours, time entry compliance, milestone completion, project status accuracy, revenue schedules, POP/POC exceptions, and billing readiness.

• Prepare and review weekly billing packages for Finance while maintaining audit-ready project records.

• Investigate and resolve project financial discrepancies, billing exceptions, and operational issues that affect revenue realization.

• Establish and uphold data quality standards across PSA and Salesforce.

• Develop and maintain governance procedures, controls, SOPs, process documentation, and audit-ready records.

• Act as the escalation point for PSA-related operational challenges and cross-functional system issues.

• Collaborate with Project Managers, Technical Consultants, Finance, Cloud Operations, Sales Operations, and IT.

• Assist in resource management, staffing workflows, infrastructure allocation, and project setup.

• Engage in service transformation, migration, and systems enhancement projects.

• Promote continuous improvement with a focus on scalability, efficiency, adoption, and operational excellence.

• Provide operational analytics, reporting, and business insights regarding utilization, capacity, project performance, revenue realization, and organizational effectiveness.

⛳️ Requirements

• Bachelor's degree in Business Administration, Information Technology, or a related field.

• 2–5 years of experience in Professional Services Operations, PSA systems, project financials, or a similar operational role.

• Advanced expertise in Certinia (FinancialForce) PSA Administration.

• In-depth understanding of the Salesforce platform and services-delivery objects.

• Comprehensive knowledge of Professional Services operations and delivery methodologies.

• Significant expertise in project accounting and financial management.

• Advanced understanding of billing and revenue recognition processes.

• Proficient in utilization and resource management.

• Strong knowledge of capacity planning and forecasting.

• Expertise in operational governance and data quality management.

• Advanced skills in reporting, analytics, and business intelligence.

• Strong systems administration capabilities.

• Profound understanding of how Professional Services organizations function and generate revenue.

• Visa sponsorship is not available for this role.

🏝️ Benefits

• Comprehensive benefits package.

• Extensive training opportunities for all employees.

• Opportunities for employee development.

• Initiatives for inclusion, diversity, and belonging.