Senior Services Operations Administrator

Introduction

Job Responsibilities

• 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.

• 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.

• 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.

• 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

• 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.

• 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).

• 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