Job Mandate:
The Senior Operations Analyst is responsible for leading the Financial Operations (FinOps) discipline for the CRM platform, including budget management, cost transparency, and optimization. The role owns operational process development, maintenance, and
governance, delivers executive‑level operational reports, and provides guidance to Operations Analysts responsible for budget tracking, license management, and capacity manage
Duties and Responsibilities
FinOps & Financial Management
- Lead FinOps practices for the CRM Platform, ensuring financial transparency and accountability
- Manage budget planning, forecasting, and variance analysis for CRM Platform spend
- Analyze cost drivers, consumption patterns, and trends to support informed decision‑making
- Identify and drive cost optimization opportunities related to licenses, storage, and usage
- Provide direction and oversight for capacity planning, license management, and budget tracking
- Operational Process Ownership & Governance
- Design, document, and maintain end‑to‑end operational processes for CRM Platform operations
- Establish operational standards, controls, and reporting cadences
- Ensure consistent execution of operational processes across the team
Executive Reporting & Analysis
- Design, maintain, and govern operational and financial dashboards for CRM Platform reporting
- Produce regular executive level reports with clear narratives, insights, and recommendations
- Perform preliminary analysis to identify key trends, risks, exceptions and optimization opportunities
- Ensure dashboards and reports present accurate, consistent, and decision ready information
- Translate technical, usage, and cost data into clear business-focused insights to support leadership decision-making
- Guide Operations Analysts on best practices for data analysis, dashboard usage, and insight generation
Stakeholder & Cross Functional Engagement
- Liaise with CRM Team, IT Teams and Business stakeholders on CRM Platform processes and resources
- Act as a key liaison between Finance, IT, Platform teams, and Business stakeholders
- Collaborate with architects and platform teams to embed operational and cost considerations into solution.
Minimum Qualification Requirements
Education Degree in Information Technology, Business, Finance, Data Analytics or other related/relevant fields
Technical Knowledge and Experience
- Strong experience in IT or platform operations with financial accountability
- Experience and knowledge on CRM, Microsoft Dynamics 365, Power Platform and Azure Services or similar technologies preferred
- Experience defining, deploying and governing operational standards
- Basic understanding of licensing models and platform capacity concepts
- Experience with FinOps practices preferred
- Strong analytical, financial, and data storytelling skills, translating data into executive‑level
- insights and recommendations
- Proven experience designing and interpreting operational and financial dashboards preferred
Behavioral Skills
- Attention to detail and ability to follow structured processes
- Good communication and coordination skills
- Ability to guide and mentor junior team members
Professional Certification & Licenses
- FinOps Certified Practitioner (or equivalent cloud financial management certification)
- Microsoft Power Platform Fundamentals (PL‑900) or equivalent CRM platform fundamentals
- Microsoft Azure Fundamentals (AZ‑900) or equivalent cloud fundamentals
- ITIL Foundation (or equivalent IT service management certification)
- Advanced data visualization or analytics certification related to executive reporting
(preferred)
