Cloud Operations Analyst - United States - Dublin Ohio

Company: Disability Solutions
Location: Dublin, Ohio
Posted On: 01/31/2025

We are looking for a Cloud Operations Analyst with a strong focus on Customer Order and Portal Management. In this role, you will be responsible for ensuring that customer orders for cloud services are processed efficiently and that cloud entitlements are accurately tracked and managed through customer portals. This position involves working closely with cross-functional teams to manage cloud service orders, maintain entitlements, and support customers' access to cloud products via the customer portal. The ideal candidate will have hands-on experience in cloud operations, a strong understanding of SaaS order flows, and expertise in customer portal management.In this role you will...

• Cloud Service Order and Portal Management:
  • Manage the end-to-end lifecycle of customer orders for cloud services, ensuring seamless processing, fulfillment, and delivery within the cloud environment.
  • Ensure accurate configuration of orders based on customer requirements, and cloud service entitlements.
  • Collaborate with internal teams (Sales, Finance, Legal, and Customer Success) to ensure customer orders are in line with their contractual agreements, entitlements, and service-level agreements (SLAs).
  • Oversee order validation, ensuring that the correct service plans, features, and capacity are provisioned for customers based on their subscription and usage needs.
  • SaaS Customer Entitlement Management:
    • Track and manage customer entitlements for cloud services, ensuring they are accurately represented and maintained in the customer portal (e.g., licenses, usage limits, and service tiers).
    • Work with Customer Success and Sales teams to ensure customers are utilizing the correct services and entitlements based on their contracts and recommend adjustments when necessary.
    • Troubleshoot and resolve any discrepancies related to customer entitlements, ensuring that customers have the appropriate access and service entitlements.
    • Operational Efficiency & Reporting:
      • Develop and maintain operational dashboards and reports to track order status, fulfillment timelines, entitlement status, and portal usage metrics.
      • Use data-driven insights to optimize cloud service order management processes, minimize delays, and ensure smooth customer experiences.
      • Monitor and report on key operational KPIs related to customer orders and portal performance, and identify areas for improvement.
      • Collaboration with Cross-Functional Teams:
        • Work closely with Sales, Finance, and Customer Success teams to ensure alignment on customer orders, entitlement verification, and timely invoicing.
        • When required support the billing team by ensuring that all orders and entitlements are properly reflected in billing systems for accurate invoicing and revenue recognition.You've got what it takes if you have...
          • Education: Bachelor's or equivalent degree, preferred in Business Administration, Information Systems, Cloud Computing, or a related field or experience
          • Experience:
            • 2-4 years of experience in Cloud Operations, Order Management, or Customer Portal Management, preferably within a SaaS environment.
            • Strong understanding of SaaS subscription management, including entitlement tracking, provisioning, and billing.
            • Familiarity with cloud operations tools order management systems (e.g., Salesforce, Zuora, ServiceNow).
            • Previous experience in customer-facing roles and familiarity with portal management systems in a cloud context.
            • Skills:
              • Proficiency in Microsoft Excel (advanced functions, pivot tables, VLOOKUP) or other data analysis tools for reporting and tracking metrics.
              • Experience with CRM systems (e.g., Salesforce), order management platforms, or customer portals.
              • Strong attention to detail and ability to manage complex data sets and operational workflows.
              • Excellent problem-solving skills and ability to troubleshoot operational or technical issues related to orders, entitlements, or portals.
              • Strong communication skills, with the ability to collaborate across teams and provide customer-facing support when needed.#LI-ET1 More...

                    

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