Senior Professional Services Operations Analyst

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.

Thanks to products like Duo Enterprise, and Duo Workflow, customers get the benefit of AI at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier. All team members are encouraged and expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact across our global organisation.

An Overview of this Role

As part of our Global Professional Services Operations team, you'll work with colleagues who are passionate about delivering customer value through operational excellence and innovation. We believe in empowering our team members to innovate, take ownership, and make a real impact on our business and our customers' success.

As a Sr. Professional Services Operations Analyst, you'll be the architect of our operational ecosystem, orchestrating seamless connections between systems, processes, and people across the entire PS organization. From streamlining workflows to implementing transformative automation, you'll build and manage the operational foundation that enables our teams to excel while continuously improving our capabilities through strategic initiatives. This role goes beyond traditional operations – you'll drive global impact by designing scalable solutions that enhance efficiency and effectiveness, ensuring our Professional Services organization can deliver exceptional value while supporting rapid growth and adaptation to evolving customer needs.

You will Drive operational excellence and innovation across the Professional Services organization through expert management of systems, process design, and change initiatives to enable scalable, efficient service delivery.

What you’ll do

• Process Excellence & Design
• Designs and implements scalable operational processes that enhance efficiency and standardization across the PS organization
• Identifies opportunities for improvement through process mapping, analysis, and redesign
• Creates and maintains comprehensive documentation for operational procedures and best practices
• Develops and implements quality control measures to ensure consistent service delivery
• Systems Management & Optimization
• Oversees PS technical infrastructure and system configurations for operational tools
• Partners with system owners and IT to manage integrations between PS systems and enterprise applications
• Leads system enhancement projects to optimize functionality and user experience
• Conducts periodic system audits to ensure alignment with business requirements
• Automation & Innovation
• Identifies opportunities to automate manual processes and workflows
• Develops automation solutions that enhance productivity and reduce operational overhead
• Partners with technical teams to implement and test new automation capabilities
• Evaluates emerging technologies and tools that could benefit PS operations
• Change Management & Implementation
• Leads change initiatives for operational improvements and system implementations
• Develops comprehensive change management plans to drive user adoption
• Conducts training and enablement sessions for new processes and tools
• Manages stakeholder communication throughout change initiatives
• Cross-Functional Collaboration
• Partners with PS leadership to align operational initiatives with strategic objectives
• Coordinates with Sales Operations, Finance, and Delivery teams on cross-functional processes
• Collaborates with PMO on resource optimization and project governance
• Serves as primary liaison between PS operations and other operational teams

What you’ll bring

• 7-10 years of progressive experience in operations, process management, or similar roles
• Strong background in professional services operations or consulting environments
• Demonstrated success in implementing process improvements and automation solutions
• Experience with PSA tools (e.g., Kantata, FinancialForce, OpenAir) and CRM systems
• Excellent analytical skills with ability to translate data into actionable insights
• Exceptional project management capabilities with track record of successful implementations
• Strong understanding of change management principles and methodologies
• Outstanding communication and stakeholder management abilities
• Bachelor's degree in business, operations management, or related field

Hiring Process

• Recruiter Phone Screen
• Initial Screen with Hiring Manager
• Interview with a peer
• Interview with cross functional peers
• Panel interview with Professional Services team members

Additional details about our process can be found on our hiring page.

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible Paid Time Off 
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental leave 
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Compensation

To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.

Additional details about our process can be found on our hiring page.