Who are we?
Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.
Smarsh is seeking a highly experienced and strategic Global Services Operations Analyst to support the evolution and scaling of our Global Services organization. Reporting directly to the Global Operations Director, this role will serve as a key operational and analytical partner to leadership, with significant ownership across systems, process, and data.
While the primary focus in 2026 will be the implementation and global rollout of a new Professional Services Automation (PSA) platform, this role will also support additional strategic initiatives across Global Services Operations, requiring the ability to flex between deep execution and higher-level operational problem solving.
This is a senior individual contributor role suited for someone who can operate with autonomy, influence cross-functional stakeholders, and help shape how Global Services operates at scale.
This role will be a critical partner to Global Services leadership, directly enabling Smarsh’s ability to scale, gain operational visibility, and execute on strategic priorities. The Global Services Operations Analyst will have meaningful ownership, exposure, and impact across the organization.
Key Responsibilities
PSA Implementation & Services Systems StrategyAct as a core partner to the Global Operations Director in the implementation, rollout, and optimization of a new PSA platformSupport end-to-end implementation activities including requirements definition, workflow design, testing, deployment, and post-launch optimizationEnsure PSA workflows support scalable service delivery, accurate financials, and leadership visibilityHelp define longer-term services systems strategy beyond initial PSA rolloutWorkflow Design & Process ExcellenceLead analysis of current-state Global Services workflows and identify opportunities for simplification, standardization, and automationDesign, document, and implement scalable end-to-end operational processes aligned with business objectivesCreate and maintain SOPs, process documentation, and enablement materials for global teamsDrive continuous improvement initiatives across services operationsReporting, Analytics & InsightsOwn the development of operational reporting and analytics to support decision-making at the leadership levelTranslate complex operational data into clear insights, trends, and recommendationsEstablish and refine KPIs related to utilization, delivery performance, backlog, forecasting, and operational healthSupport executive-level reporting and ad hoc analysisStrategic Operations InitiativesPartner with the Global Operations Director on broader strategic initiatives beyond PSA, including process transformation, tooling enhancements, and operational governanceSupport cross-functional initiatives spanning Services, Finance, Sales Operations, RevOps, and ITProvide analytical and operational support for long-term planning and scaling effortsAct as a trusted thought partner, bringing structure and data to ambiguous or evolving problemsStakeholder & Change ManagementCollaborate with global stakeholders across regions and functions to drive alignment and adoptionSupport change management efforts related to system and process changesInfluence without authority by providing clear data, documentation, and recommendations
Required Qualifications & Experience
Bachelor’s degree in Business, Operations, Analytics, Engineering, or a related field6–9 years of experience in services operations, business operations, or systems/process roles, preferably within SaaS or technology organizationsDemonstrated experience supporting Professional Services Automation (PSA) tools or services delivery systemsStrong experience working with Salesforce in an operational or systems capacityExperience using Jira for operational tracking, cross-functional initiatives, or systems workAdvanced experience in Power BI, including building dashboards and performing complex analysisProven ability to design and implement scalable operational processesStrong analytical, problem-solving, and communication skillsAbility to operate independently and manage multiple concurrent initiatives
Preferred Qualifications and Key Competencies
Experience supporting global or multi-region professional services organizationsExposure to services financials including utilization, margin, revenue, and forecastingExperience working on large-scale system implementations or operational transformationsFamiliarity with ERP platforms such as NetSuiteStrategic mindset with strong execution capabilityComfortable operating in ambiguity and driving structureSystems thinker with a data-driven approachStrong stakeholder influence and collaboration skillsHigh ownership, accountability, and attention to detail
About our culture
Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.
