Operations Analyst, Professional Services (Manila)

Department: Professional Services

Job Status: Full-Time

Reports To:  Sr. Director, Professional Services Operations

Riskonnect, Inc. is the leading integrated risk management software solution provider that empowers organizations to predict, manage and respond in real-time to strategic andoperational risks across the extended enterprise. Riskonnect is the only provider ranked in the leadership and visionary quadrants by world-renowned industry analysts Gartner and Forrester. We employ over 1,400 risk professionals in the Americas, EMEA, and the Asia Pacific and serve over 2,400 customers across six continents. Innovative risk technology, a customer success mindset, and employee-first belief make Riskonnect a sought-after place to work.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

The Opportunity

Riskonnect is seeking a skilled Professional Services Operations Analyst to join our Professional Services Operations team. In this position, you will collaborate with departments such as Sales Operations, Sales, and Finance to manage and maintain essential business processes and data. Attention to detail is crucial, and candidates should be comfortable working independently in a dynamic setting. The role emphasizes supporting the operational backbone of project delivery by ensuring accurate system data and overseeing standardized processes and compliance.

Responsibilities:

Enablement activities to support various stages of the project cycle including initial project setup in the Professional Services Automation (PSA) system (Salesforce CRM App), collecting missing project artifacts, tracking and stewarding closures as well as conducting final audit of all closure-related materials. 

Project Setup & Coordination

•  Partners with Sales Executives, Sales Operations, Legal, Account Executives, Finance, and Customer Success Managers to collect, validate, and organize all required project documentation, details and artifacts.
• Coordinates cross-functional inputs to ensure projects are accurately set up and ready for delivery team assignment.
• Reviews complex Statements of Work (SOWs), confirming fees, hours, and billing types, and entering relevant information into the Professional Services Automation (PSA) system. Ensures all required artifacts are complete (e.g., contracts, estimators, sales-to-service documentation), addresses missing or incorrect records, and tracks outstanding items.

Finance and Invoicing Stewardship

• Creates and tracks billing milestones to ensure accurate and timely invoicing.
• May assist with billing-related communications between the project owner and the Finance team.

Project Change Order (PCO) Stewardship

• Ensures completeness and accuracy of all PCO related artifacts within the PSA

Closure Compliance & Project Hygiene

•  Tracks post-completion requirements, verifies project health and documentation, and ensures all administrative and system closeout steps are completed accurately and on time.
• Track stabilization periods after completion notices are issued to ensure timely project closeout. Ensure closure notices are uploaded and documented on project records
• Monitor outstanding billing milestones and follow up as needed
• Deactivate time entry for closed projects in accordance with policy

Account Off-Boarding

• Manages the off-boarding process in collaboration with Sales Operations.
• Acts as a point of coordination across internal teams, including Customer Success, Support, and Project Management, to ensure work is completed allowing projects and support cases to be closed.
• Identify process issues and recommend solutions with corresponding communication plans.
• Participate in training team members as needed
• Balance multiple assignments simultaneously
• Support CRM/PSA initiatives
• Perform other job-related duties as assigned

Position Requirements:

•  3+ years of experience in an operations, data analysis, or program coordination role, ideally in a SaaS or enterprise software environment.
•  Advanced working knowledge of Microsoft Office products required
• Outstanding critical thinking, process improvement, and analytical skills
• Strong communication skills and attention to detail.
• Comfort with working across time zones and functions in a global team environment.
• Tech curious and interested in evolving trends and technologies in the IT industry.
• Well-organized and hard-working, with the ability to thrive in a fast-paced work environment and manage numerous assignments simultaneously under deadline pressure
• Ability to quickly adjust to changing priorities, comfortable navigating ambiguity and championing change
• Takes pride in the quality of deliverables, consistently ensuring work is thorough, accurate, and reliable.

WORK ENVIRONMENT

Work is performed primarily in office in an open-concept, collaborative cubical setting or separate office. The noise level in the work environment is usually quiet in office settings and moderate in other situations.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will have to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will have the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.