Job Description

Overview:

We are seeking a highly skilled and detail-oriented

Senior Service Operations Analyst

to support our

Technical Support, Professional Services

, and

Partner Management

functions. In this role, you will work cross-functionally to drive operational efficiency, improve service delivery, and support data-driven decision-making. You will be instrumental in optimizing processes, analyzing performance, and ensuring seamless coordination across customer-facing teams.
Responsibilities:

Operational support & Optimization -

Drive continuous improvement across Service Operations, spanning Support, Professional Services, and Partner Management by streamlining workflows, standardizing processes, and addressing operational gaps through scalable solutions, automation, and tooling.

Stakeholder Collaboration

-

Partner with cross-functional teams, including Support, Services, Partner Managers, Sales Ops, Customer Success, and Finance to align on priorities, resolve escalations, and coordinate operational initiatives that support business planning and execution.

Systems & Tools Management

-

Manage and optimize key service platforms (e.g., Crossbeam, partner portals, Salesforce Service Cloud, Gainsight, Zendesk), ensuring system efficiency through regular audits, workflow enhancements, data accuracy, and alignment with evolving business needs.

Data & Reporting -

Build and maintain dashboards, KPIs, and performance reports to drive visibility into Service Operations. Prepare stakeholder-ready presentations (e.g., QBRs, EBRs) using AI tools, monitor key metrics such as SLAs, project timelines, and partner performance, and analyse operational trends to deliver actionable insights to leadership.

Documentation & Knowledge Sharing

- Contribute to building structured documentation, training content, and standard operating procedures to support knowledge transfer across global teams.



Qualifications:
Bachelor's degree in business, Operations, or a related field; MBA or equivalent experience is a plus. Excellent communication and stakeholder management skills. Knowledge of Salesforce, Clari including creating reports and dashboards. Strong Excel/Google Sheets skills (pivot tables, lookups, data validation, etc.) Experience supporting Professional Services, Technical Support, and/or Partner teams. Understanding of partner ecosystems and service delivery models in a B2B environment. Ability to work independently in globally distributed teams and communicate effectively across time zones

EEO Statement:

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.

We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at careers@icims.com
Compensation and Benefits:

Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits