Professional Services Operations Analyst

**Job Title**: Professional Services Operations Analyst**

**How you will spend your time as a Professional Services Operations Analyst**

Responsibilities include, but not limited to:

- Training Operations System (TOS) duties include:

Performing administrative tasks as needed by the business (location setup, training card management, coupon setup, migrating learning history, promotional activities)
- Working with delivery teams that create training schedules
- Working with customers to resolve queries related to Education offerings, surveys and certificate of completion
- Collaborating with IT to resolve issues relating to Training Operations System (TOS) and bugs
- Supporting the Training Operations System (TOS) Migration, as needed
- Monitor and evaluate processes and workflows for quality and effectiveness; make recommendations for improvement
Escalating complex issues to BCS/IT team when necessary.
- Learning Management System (LMS)/Moodle Administration duties include:

- Validating and enrolling instructors into training courses on Qlik Learning Portal
- Facilitating and resolving enrollment issues for instructor-led training courses
- Resolving/resetting Qualification Exam attempts where customer as determined by guidelines.
- Performing administrative tasks as needed (migrating student learning history, user issues and access, etc.)
- Working with Customer Support as needed, to resolve Qlik Account issues
- Escalating complex issues to 3rd line Education team members when necessary.
- Qlik Continuous Classroom (QCC) Subscription management duties include:

- Troubleshooting all new and existing QCC subscriptions
- Managing manual aspects of the subscription management process (renewals, new unlimited subscription upgrades, user migration between subscriptions)
- Setting up trials for prospects per the trial requirements and guidelines
- Creating new subscriptions for Qlik promotional programs (Ambassadors, MVPs, Luminaries)
- Escalating complex issues to BCS/IT team when necessary.
- Promptly respond to all Education requests within 24 hours of receipt
Answering general education questions regarding registering for training, how to access training materials or any other non-sales related training question.
- Other tasks include:

- Creating and maintaining documentation of all processes performed above, for knowledge transfer and cross-team support/collaboration.
- Drive changes and improvements of department and/or company policies, processes, and procedures.
- Act as a resource and point of contact for colleagues. May serve on cross-functional teams as needed.
**KEY CHALLENGES IN THIS ROLE**
- Understand various systems and operational processes to support customers, partners and colleagues
- Adapt and prioritize appropriately in a fast growing and changing organization
- Building strategic relationships across organization to ensure success
**KEY STAKEHOLDERS**
- Customers
- Alliances
- Education Services
**GEOGRAPHICAL ACCOUNTABILITY**
- Global
**You will be successful if you**
- Are proactive and can easily understand systems and operational process flows to adequately and promptly resolve issues or propose solutions
- Have a proactive desire and proven ability to visualize, organize, innovate and execute efficient operational processes
- Have excellent organizational and planning skills
- Have superior customer service and communication skills
- Can prioritize activities appropriately, maintaining focus and drive to task completion
- Are a self-starter, autonomous and self-motivated
- Are flexible to adapt to a fast growing and changing organization
- Can build relationships, partner with cross-functional teams and colleagues in Education Services
- Can solve complex problems; takes a new perspective using existing solutions
- Demonstrate active listening skills, using both verbal and non-verbal styles
**QUALIFICATIONS**
- Bachelor’s degree or equivalent
**EXPERIENCE**
- 5+ years’ experience working on training registrations and operational processes
- 5+ years’ in customer support role and troubleshooting
- Experience with learning management systems; Moodle is a plus
- Experience with Salesforce is a plus
- Experience with Microsoft suite and other collaborative tools
**LANGUAGES**
- Business-level English mandatory
- Other relevant languages would be an advantage
**LOCATION**
- Madrid, Spain

LI - GT