Operations Analyst

Work Location: San Jose, CA – 95134<br />Job Title: ELA Licensing Operations Analyst<br /><br />Experience REQUIRED<br />Customer Interaction<br /><br />Provide Licensing operations support for Enterprise License customers<br /><br />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<br /><br />Define process improvement measures to track and improve overall customer satisfaction as it relates to ELA licensing processes Internal Coordination<br /><br />Interact and collaborate with various internal operational teams, ELA core team and various fulfillment functional teams<br /><br />Able to execute operational processes to deliver the licensing operations coordination function for the ELA program, while meeting customer expectations<br /><br />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.<br /><br />Business/Data Analysis &amp; Reporting<br /><br />Be the single source of truth for ELA licensing operations in support of initial market trials for the initiative<br /><br />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.<br /><br />Ability to slice and dice data in multiple ways as needed Skills required. Strong MS Excel Macro and VB scripting skills needed.<br /><br />Strong customer facing experience and associated skills needed (excellent communication – both written and verbal – formal communication to customers)<br /><br />Extremely detail oriented and proactively driven; licensing/ SWIFT experience a plus<br /><br />Experienced and sharp project manager with ability to juggle multiple tasks in a cross functional, fast paced environment<br /><br />Experienced business analyst with excellent spreadsheet and database/tools skill-set<br /><br />Ability to assess and learn quickly; develop processes and tools per business needs while adapting to rapid changes in environment<br /><br />Ability to submit detailed license provision sheets for recognizing revenue per Finance and Operations needs.<br /><br />Weekly updates regarding Partner/Customer data: define dashboards, metrics on customers and partners as needed by the licensing program<br /><br />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.<br /><br />Periodic license consumption and value report generation for assigned customers. Prepare Business Review reports as needed for assigned customers.<br /><br />Additional Information<br />Interested candidates please contact<br /><br />#J-18808-Ljbffr