smarsh

Global Services Operations Analyst

Sr. Principal, Product Management

Sr. Platform Engineer II

Principal Platform Engineer I

Software Engineer III

Salesforce Functional Architect

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Smarsh is seeking a highly experienced Global Services Operations Analyst to support the evolution and scaling of its Global Services organization. This role, reporting to the Global Operations Director, will be a key operational and analytical partner, focusing on systems, process, and data. The primary focus in 2026 will be the implementation and global rollout of a new Professional Services Automation (PSA) platform, alongside supporting other strategic initiatives. This senior individual contributor role requires autonomy, cross-functional influence, and the ability to shape Global Services operations at scale.

Platform Engineer III - Keycloak

<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Who are we?</h3><p class="my-4 text-gray-700 leading-relaxed">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.</p><p class="my-4 text-gray-700 leading-relaxed">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.</p><p class="my-4 text-gray-700 leading-relaxed">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.</p><p class="my-4 text-gray-700 leading-relaxed">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.</p><p class="my-4 text-gray-700 leading-relaxed">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.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Key Responsibilities</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed"><strong>PSA Implementation & Services Systems Strategy</strong></li><li class="leading-relaxed">Act as a core partner to the Global Operations Director in the implementation, rollout, and optimization of a new PSA platform</li><li class="leading-relaxed">Support end-to-end implementation activities including requirements definition, workflow design, testing, deployment, and post-launch optimization</li><li class="leading-relaxed">Ensure PSA workflows support scalable service delivery, accurate financials, and leadership visibility</li><li class="leading-relaxed">Help define longer-term services systems strategy beyond initial PSA rollout</li><li class="leading-relaxed"><strong>Workflow Design & Process Excellence</strong></li><li class="leading-relaxed">Lead analysis of current-state Global Services workflows and identify opportunities for simplification, standardization, and automation</li><li class="leading-relaxed">Design, document, and implement scalable end-to-end operational processes aligned with business objectives</li><li class="leading-relaxed">Create and maintain SOPs, process documentation, and enablement materials for global teams</li><li class="leading-relaxed">Drive continuous improvement initiatives across services operations</li><li class="leading-relaxed"><strong>Reporting, Analytics & Insights</strong></li><li class="leading-relaxed">Own the development of operational reporting and analytics to support decision-making at the leadership level</li><li class="leading-relaxed">Translate complex operational data into clear insights, trends, and recommendations</li><li class="leading-relaxed">Establish and refine KPIs related to utilization, delivery performance, backlog, forecasting, and operational health</li><li class="leading-relaxed">Support executive-level reporting and ad hoc analysis</li><li class="leading-relaxed"><strong>Strategic Operations Initiatives</strong></li><li class="leading-relaxed">Partner with the Global Operations Director on broader strategic initiatives beyond PSA, including process transformation, tooling enhancements, and operational governance</li><li class="leading-relaxed">Support cross-functional initiatives spanning Services, Finance, Sales Operations, RevOps, and IT</li><li class="leading-relaxed">Provide analytical and operational support for long-term planning and scaling efforts</li><li class="leading-relaxed">Act as a trusted thought partner, bringing structure and data to ambiguous or evolving problems</li><li class="leading-relaxed"><strong>Stakeholder & Change Management</strong></li><li class="leading-relaxed">Collaborate with global stakeholders across regions and functions to drive alignment and adoption</li><li class="leading-relaxed">Support change management efforts related to system and process changes</li><li class="leading-relaxed">Influence without authority by providing clear data, documentation, and recommendations</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Required Qualifications & Experience</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Bachelor’s degree in Business, Operations, Analytics, Engineering, or a related field</li><li class="leading-relaxed">6–9 years of experience in services operations, business operations, or systems/process roles, preferably within SaaS or technology organizations</li><li class="leading-relaxed">Demonstrated experience supporting Professional Services Automation (PSA) tools or services delivery systems</li><li class="leading-relaxed">Strong experience working with Salesforce in an operational or systems capacity</li><li class="leading-relaxed">Experience using Jira for operational tracking, cross-functional initiatives, or systems work</li><li class="leading-relaxed">Advanced experience in Power BI, including building dashboards and performing complex analysis</li><li class="leading-relaxed">Proven ability to design and implement scalable operational processes</li><li class="leading-relaxed">Strong analytical, problem-solving, and communication skills</li><li class="leading-relaxed">Ability to operate independently and manage multiple concurrent initiatives</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Preferred Qualifications and Key Competencies</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Experience supporting global or multi-region professional services organizations</li><li class="leading-relaxed">Exposure to services financials including utilization, margin, revenue, and forecasting</li><li class="leading-relaxed">Experience working on large-scale system implementations or operational transformations</li><li class="leading-relaxed">Familiarity with ERP platforms such as NetSuite</li><li class="leading-relaxed">Strategic mindset with strong execution capability</li><li class="leading-relaxed">Comfortable operating in ambiguity and driving structure</li><li class="leading-relaxed">Systems thinker with a data-driven approach</li><li class="leading-relaxed">Strong stakeholder influence and collaboration skills</li><li class="leading-relaxed">High ownership, accountability, and attention to detail</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">About our culture</h3><p class="my-4 text-gray-700 leading-relaxed">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.</p>

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<p class="my-4 text-gray-700 leading-relaxed">Our client is an emerging leader in AI platform space, offering an enterprise-grade platform designed to connect human decision-making with intelligent automation. Their system brings together communication channels such as chat, email, web, CRM, and in-store touchpoints, enabling organisations to scale AI adoption with trust, context, and strong governance.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What you will do:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Own the full project lifecycle: planning, coordinating, executing, tracking, and reporting.</li><li class="leading-relaxed">Partner with enterprise clients to define scope, requirements, milestones, and outcome expectations.</li><li class="leading-relaxed">Manage multi-layered implementation projects involving AI orchestration across Slack, WhatsApp, Teams, web, and internal back-office systems.</li><li class="leading-relaxed">Lead internal workflow development teams to meet customer requirements using no-code/low-code tools.</li><li class="leading-relaxed">Maintain project governance frameworks to ensure alignment and accountability across all stakeholders.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What you will need:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">3 - 5 years of experience in project management, enterprise solution delivery, or SaaS implementation.</li><li class="leading-relaxed">Proven success delivering IT, SaaS, automation, or AI/RPA-related projects.</li><li class="leading-relaxed">Experience working with large enterprise clients, System Integrators, or partner ecosystems - ideally in regulated sectors such as banking, insurance, or public services.</li><li class="leading-relaxed">Strong communication, organisation, and stakeholder management skills.</li><li class="leading-relaxed">Familiarity with agile methodologies, project tracking tools (e.g., Jira, Notion), and enterprise architecture concepts.</li><li class="leading-relaxed">Degree in Business, Computer Science, Engineering, or related fields; certifications such as PMP or ScrumMaster are an advantage.</li><li class="leading-relaxed"><strong>Strong communication skills in English and Cantonese</strong>; Mandarin is an added benefit.</li></ul>

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