Senior Services Operations Administrator

Introduction

Optimizely is seeking a Professional Services Operations Administrator to join our IT Systems team. This is an individual contributor role for someone who deeply understands how Professional Services organizations operate — the rhythms of project delivery, resource planning, utilization management, and revenue recognition — and who can translate that business knowledge into well-run systems and operational workflows. 

We are open to candidates from a variety of backgrounds. Whether you are a former Project Manager who has transitioned into systems and operations, a PS Operations Analyst who has owned tooling and reporting, or a Business Systems professional with deep roots in post-sales delivery — if you understand the “why” behind how PS teams work, we want to talk to you. 

You will work with a high degree of autonomy, owning the administration and optimization of our PS and CX systems. Familiarity with specific platforms such as Kantata or ClickUp is a bonus, but not a prerequisite — what matters most is your ability to learn new tools quickly and apply solid PS business judgment to every system decision. 

Job Responsibilities

Systems Administration & Operations 

• Own the day-to-day administration, configuration, and optimization of Professional Services Automation (PSA) and project management platforms used across the CX organization. 
• Manage user access, permissions, workflows, templates, and system configurations in alignment with governance standards. 
• Ensure accurate data flow and alignment between PSA platforms, CRM (Salesforce), finance systems, and other CX tools to support resourcing, utilization, forecasting, and reporting. 
• Support and maintain middleware and integration applications (e.g., Workato, Zapier, Boomi, MuleSoft, or similar iPaaS tools) used to automate workflows and synchronize data across systems. 
• Troubleshoot integration issues, identify root causes, and partner with technical teams to resolve data discrepancies or workflow failures. 
• Take ownership of CX system enhancements — including AI-assisted workflows — from intake through implementation, testing, and validation. 

Professional Services Data & Reporting 

• Independently run and maintain standard utilization, capacity, and services performance data and financial processes on a monthly, quarterly, and annual basis. 
• Respond to ad-hoc reporting and data analysis requests, delivering accurate outputs without constant oversight. 
• Perform routine data quality checks across systems and integrations; identify discrepancies and resolve issues to maintain system reliability. 
• Document system processes, configurations, integrations, and operational workflows to ensure clarity and continuity across the team. 
• Process Improvement & Problem Solving 
• Identify operational inefficiencies, system gaps, or recurring issues — and proactively propose and implement improvements. 
• Conduct root-cause analysis when system or integration issues arise and own corrective actions to prevent recurrence. 
• Translate ambiguous or incomplete requirements into actionable system, integration, or process solutions. 
• Support process standardization efforts aligned to a single CX operating motion. 

Cross-Functional Collaboration 

• Partner with Professional Services, Customer Success, Finance, Sales Operations, and Technology teams to support CX system and integration needs. 
• Communicate system and integration status, risks, and changes clearly and proactively to stakeholders. 
• Act as a trusted operational partner within defined scope, escalating issues appropriately when they exceed role authority. 

Knowledge and Experience

Must Have

• 3+ years of experience in the Professional Services industry, preferably within a SaaS or technology organization. 
• Strong working knowledge of PS lifecycle concepts: project delivery, resource management, utilization tracking, capacity planning, revenue recognition, and delivery governance. 
• Experience in a PS operations, business systems, project management, or delivery management role with direct responsibility for tooling, data, or reporting. 
• 2+ years of Salesforce experience supporting post-sales, services, or operational workflows. 
• Experience supporting or administering at least one PSA, project management, or professional services platform (see list of recognized platforms below). 
• Experience with middleware or integration platforms (e.g., Workato, Zapier, Boomi, MuleSoft, Make, or similar iPaaS tools). 
• Demonstrated ability to work independently, manage competing priorities, and drive outcomes with minimal supervision. 

Nice to Have

• Hands-on Kantata (formerly Mavenlink) administration or certified Kantata System Administrator credential. 
• ClickUp workspace administration experience, including automations, custom fields, and integrations. 
• Project Management Professional (PMP), CAPM, or Prince2 certification. 
• Certinia (FinancialForce), ServiceNow PSA, or equivalent PSA system certification. 
• Experience with AI workflow automation tools applied to PS operations. 
• Prior experience as a Project Manager, Delivery Manager, or PS Consultant transitioning into an operations or systems role. 
• Experience building or managing PS dashboards and executive-level reporting in BI tools (Tableau, Looker, Power BI). 

Behavioral Expectations

• Demonstrated ability to work independently and manage priorities with minimal supervision. 
• Strong sense of ownership and accountability — focused on outcomes, not just task completion. 
• Proactive problem-solving mindset with a focus on prevention and continuous improvement. 
• Comfort operating in a fast-paced, evolving environment with changing requirements. 
• Transparent and consistent communication regarding work in progress, risks, and outcomes. 
• Maintains intellectual curiosity and continuously develops system and domain knowledge. 
• Strong background in or affinity for project management disciplines and delivery frameworks. 

Education

Bachelor’s degree or equivalent experience / professional certification. 

Competencies