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The Salesforce Legal Operations Shared Services team is a key part of our Legal Operations team. We focus on improving the efficiency of Salesforce’s Legal department. Our team uses processes and technology to handle many cases, supporting our Legal and Corporate Affairs teams.

The Legal Operations Analyst will manage and perform various services. These services help the legal practice areas work more efficiently and save costs. This person will use case management, reporting, and dashboards to monitor performance and quality. They will work with the team to create new process improvements. These improvements will save attorney time and improve the quality of the department’s work. The Legal Operations Analyst reports to the Legal Operations Manager. They will focus on providing excellent customer service and delivering high-quality work products.

The ideal candidate is results-oriented and has a history of making significant contributions. They should be able to deliver important services on time and maintain high work quality standards. They should understand how their role supports Salesforce’s main goals, be passionate about customer satisfaction, and enjoy improving processes and tools.

Responsibilities
- Manage a fast-paced queue of support requests and daily tasks. These tasks vary in complexity and are part of the team’s service portfolio. Follow standard operating procedures to resolve issues, prioritizing customer satisfaction and efficient task execution.
- Understand the technology, tools, business processes, and legal theory used in the shared services portfolio. Work with various legal business units.
- Take ownership of specific services within the portfolio. Become the subject matter expert and guide team members. Align tasks with business objectives and monitor performance using reports and dashboards.
- Generate and monitor reports and dashboards to analyze data trends and ensure quality. Provide regular status updates to management.
- Assist senior team members with operational process flows and solution designs. Participate in operational enhancement efforts. Learn the basics of project and service lifecycles and contribute to process improvement projects.

Required Qualifications
- At least three years of experience in operations and/or technology services roles. Experience in a corporate law department or law firm operations is a plus.
- Perform well under pressure. Work independently and as part of a team in a fast-paced environment. Be flexible and able to adapt when business needs change.
- Strong problem-solving skills. Passion for data integrity, process definition, and continuous learning.
- Strong organizational skills with high attention to detail. Excellent time management and communication skills. Commitment to exceptional customer support. Ability to build relationships at all levels of the organization.
- Experience creating dashboards and reports. Ability to use insights to inform business decisions.
- Excellent oral and written communication skills. Able to convey information effectively.
- High level of professionalism and discretion in handling sensitive or confidential information.
- Proficient in Microsoft Office and/or Google Suite.
- Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g., extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).

Preferred Qualifications
- Experience with the Salesforce platform, specifically Sales Cloud and Service Cloud, is a plus.
- Experience in process improvement initiatives and/or project management.
- Skills in reporting and analytics using Salesforce Reports and Dashboards, Einstein Analytics, or Tableau.
- Experience with data analysis and reporting. Ability to analyze, present, and act on raw data, focusing on data integrity and accuracy.
- Experience with Apttus, Ironclad, or similar Contract Lifecycle Management tools is a plus.
- Ability to navigate and function effectively through ambiguity.

Accommodations

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