Senior Analyst, Services Strategy & Operations

Are you data-obsessed, innovative, and laser-focused on the work that will truly matter? If so, please join us at Elastic as a Senior Analyst, Services Strategy & Operations! Reporting to Elastic’s Global Services Operations Organization, you will focus on the end-to-end strategy and operations for Elastic's Services & Education organization. 

The Senior Analyst, Professional Services Operations, is a critical role focused on driving operational excellence, improving efficiency, and enabling strategic decision-making within the Professional Services (PS) team. This position collaborates with leadership and cross-functional teams to provide data-driven insights, optimize processes, and ensure the successful execution of operational initiatives.  As Elastic continues to grow, so does the need for new and innovative ways to develop, and improve our programs & critical initiatives. You will work as a key collaborator in the design and implementation of priority growth areas.

Key Responsibilities:

1. Operational Analysis and Reporting:
• Develop, maintain, and enhance dashboards and reports to monitor key performance indicators (KPIs) for the PS team.
• Create and maintain reports in CRM and PSA (Professional Services Automation) 
• Analyze operational data to identify trends, risks, and opportunities for improvement.
• Prepare detailed presentations and reports for leadership to support strategic decision-making.
2. Process Improvement:
• Identify process gaps and opportunities for process improvement
• Partner with cross-functional teams (e.g., Finance, IT, Field Tech, Sales Ops) to implement system enhancements and process automation, resolve issues, and deploy new tools that improve productivity.
3. Project and Program Support:
• Support IT projects of all sizes across both Services and Education 
• Support planning, execution, and tracking of small med, and large scale operational initiatives and transformation projects.
• Act as a liaison between PS leadership and other teams to ensure seamless communication and project alignment.
4. Financial Oversight:
• Own and manage all Pro Serve revenue reporting during end of month and end of quarter close. Identify areas for improvement. 
• Assist in conducting financial analysis to ensure alignment with organizational goals.
5. Data Management and Governance:
• Ensure the accuracy and integrity of operational data in systems such as PSA (Professional Services Automation) tools or CRM platforms.
• Create and maintain documentation of operational processes, policies, and best practices.
• Maintain the Services Operations Portal 

Qualifications:

• Education: Bachelor’s degree
• Experience:
• 4+ years of experience in operations, data analysis, or related roles, preferably within a professional services or consulting environment.
• Proven expertise in managing data sets and owning analytics and reporting
• Proven experience in managing small projects 
• Technical Skills:
• Proficient or Advanced Excel and google sheet skills 
• Familiarity with PSA (Certinia) and Salesforce’s CRM platform 
• SFDC Reporting: Standard reports, Joined reports, Dashboards, 
• Proficiency in data visualization tools (e.g., Tableau, Power BI) a plus 
• Key Competencies:
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills
• Commitment to delivering high-quality work.
• Cross-functional partnership skills
• Solutions-focused style possessing the ability to quickly change directions given new information or shifting priorities
• Ability to manage multiple projects and prioritize effectively in a fast-paced environment.
• High attention to detail and commitment to delivering high-quality work.

Preferred Experience:

• Experience in a professional services organization or consulting firm, or similar
• Exposure to Project Management (Agile and/or waterfall), Change Management, Lean, Six Sigma, or other process improvement methodologies a plus

Why Join Us?

Opportunity to make a significant impact on a high-performing team.

Collaborative, fast-paced, and innovative work environment.