Sr Ops Analysts/Sys Admin

20-Nov-2024

US Remote

9766BR

Company Summary

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com

Business Summary

Deltek's award winning Support Services team provides best-in-class assistance to Deltek's customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions. Our diversity and passion is our strength, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career!

Position Responsibilities

As a Gainsight Administrator, you will play a critical role in supporting our customer success team by managing and optimizing CS Operation's Case Queue of User Issues and Requests. Participate in design, build, and implementation of Gainsight Journey Orchestrator Programs. The Gainsight Administrator will have an ability to improve upon existing solutions and offer areas of optimization and improvements. This is an excellent opportunity for someone looking to grow their career in customer success and technology.

Manage the Case Queue of User Issues and Requests

• Manage the intake, assignment, and solution of User Issues and Requests.
• Collaborate with CS Ops Team & Admins to design and build solutions.

• Assist in the design, implementation, and maintenance of Gainsight Journey Orchestrator Programs while improving consistency and scalability.
• Monitor and optimize journey performance, ensuring timely and relevant customer touchpoints.
• Collaborate with the customer success team to create automated workflows that drive customer engagement and satisfaction.

• Create, modify, and improve Dashboards and Reports to support the CS function.
• Create and monitor reports on journey and survey performance.
• Identify trends and provide actionable recommendations based on data analysis.

• Collaborate with CS Operations Team to develop and improve processes and tools.
• Develop and document new business processes partnering with customer success leadership.
• Provide customer user support for cases within areas of focus with increasing responsibilities.

Qualifications

Knowledge, Ability and Skills:

• Understanding of Gainsight Data Structures including Relationships.
• Gainsight Level 2 Certified: Reports & Dashboards or JO & Surveys a plus.
• Awareness of capabilities and constraints of JO Programs and Surveys.
• End-user support and/or business analysis experience.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Detail-oriented with a focus on data accuracy and quality.
• Willingness to learn and adapt in a fast-paced environment.
• Pluses:
  • Gainsight Renewal Center Experience
  • Multi-Step and Conditional-Wait Triggers in JO Programs
  • Gainsight Adoption Explorer and/or PX data integration
  • Gainsight Scorecard Design and Management
  • Project Management Skills
  • Salesforce Case Queue Experience a plus

Compensation Information

The U.S. salary range for this position is $83,000.00 - $100,000.00. This range is subject to change as Deltek takes a number of factors into consideration when determining individual base pay, such as location, job-related knowledge, skills and experience. Certain roles are eligible for additional rewards, including incentive compensation and equity.

Benefits and perks listed here may vary depending on the nature of employment with Deltek. Employees have access to healthcare benefits, a 401(k) plan and company match, paid vacation time and holidays, well-living programs, short-term and long-term disability coverage, basic life insurance and tuition reimbursement.

Travel Requirements

10%

Compliance Requirements

Certain roles may have additional privacy, security and compliance requirements to the extent they support Costpoint GCCM or similar product offerings.

EEO Statement

Deltek, Inc. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

E-Verify Statement

Deltek, Inc., utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for Deltek is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website by clicking the logo below. E-Verify is a registered trademark of the United States Department of Homeland Security.

Applicant Privacy Notice

Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you ("Personal Data") to administer and evaluate your application. We are the "controller" of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice. Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.