SaaS Operations Analyst IGT1 Lanka Sitecore
SaaS Operations Analyst IGT1 Lanka Sitecore
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Job Description
About Sitecore
Sitecore delivers a composable digital experience platform that empowers the worlds smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader Sitecore is the leading company bringing together content commerce and data into one connected platform that delivers millions of digital experiences every day. Thousands of bluechip companies including American Express Porsche Starbucks LOral and Volvo Cars rely on Sitecore to provide more engaging personalized experiences for their customers. Learn more at .
Sitecores foundation is our diverse group of passionate smart innovative and collaborative individuals located across four continents and over 25 countries. Having a wide range of perspectives experiences and skills is what makes us the company we are today.
About SaaS Operations
The SaaS Operations team is a global team located in Malaysia Sri Lanka and Greece. We provide infrastructure services to global Sitecore customers and perform internal infrastructure optimizations projects to deliver a better customer service and reduce cost. The team also provides 24/7 monitoring of customer platforms and plays a vital role in troubleshooting when things go wrong. These processes are executed in alignment with ITIL4 best practices.
About the Role/ The Opportunity:
The Operations Analyst is part of the SaaS Operations management team and reports to the Senior Director of SaaS Operations. The role is key to support the operational teams in their continuous efforts to deliver customer central and costeffective operations. Main responsibilities of the role are: 1 maintain and refine KPI and business reporting to facilitate business decisions 2 run functional analysis and create requirements documents to improve operational processes and 3 create and track project plannings for both internal improvement and customer infrastructure change projects.
You will collaborate with global Delivery Managers and other colleagues from the SAAS operations team as well as with colleagues from product and platform engineering.
You will work on EMEA business hours. However as a member of the team providing Sitecores global 24/7 coverage your work hours and schedule may vary according to the companys needs and in compliance with local legal requirements and you may be required to work hours or shifts outside your regular schedule. You will be paid any overtime or additional compensation or offered time off in lieu to which you may be entitled based on your work hours in accordance with applicable law and company policy.
What Youll Do:
- Develop and maintain key performance metrics and dashboards in Power BI and ServiceNow ensuring realtime visibility into operational performance.
- Analyze both internal and customer impacting operational processes and create detailed requirements documentation to enhance their efficiency and customercentricity.
- Create and maintain customer facing knowledgebase articles explaining to customers what to expect from operational processes.
- Document and analyze critical data flows relevant to SaaS Operations ensuring a clear understanding of data dependencies and impact.
- Plan track and manage program and project timelines balancing the scope of changes with available capacity.
- Coordinate with regional Delivery Managers and the Automation Manager to ensure seamless of project plans.
- Actively facilitate the of changes working alongside engineering teams and the Engineering Project Management Office to address bottlenecks and unblock progress.
- Provide regular updates on change progress to internal project stakeholders ensuring alignment and transparency throughout the process.
Qualifications :
- Minimum 1 preferably more years of handson experience with designing and setting up Power BI dashboards.
- At least 2 years of experience in functional analysis including writing comprehensive requirements documentation.
- Bachelors degree in the related field
- Practical experience in data integration projects.
- Strong analytical mindset with a passion for working with data and creating impactful visualizations.
- Strong independent problemsolving and troubleshooting skills with the ability to think creatively and outside the box.
- Proven experience (minimum 1 year) with ITIL methodology and related tools; ITIL certification is a strong advantage.
- Track record in both waterfall and agile project delivery with a deep understanding of the relationship between scope capacity and timelines. Ability to manage the critical path to project completion.
- Adequate technical knowledge of Azure and/or AWS cloud technologies containerization microservices and infrastructure automation frameworks (e.g. Rundeck PowerShell Python) to assess their potential impact on project progress.
- Capable of handling the pressures of a customerdriven operational infrastructure team with sensitivity and professionalism.
- Experience managing internal stakeholders within a global IT corporation navigating complex organizational structures.
- Collaborative team player who thrives in a dynamic crossfunctional environment.
- Exceptional attention to detail ensuring accuracy in all tasks and deliverables.
- Excellent communication skills both written and spoken with a high proficiency in English
Additional Information :
We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles while also valuing inclusive workplace experiences. By fostering a sense of community we drive innovation strengthen connections and nurture belonging. Our commitment ensures you can work in a way that suits you best while also engaging with colleagues to share ideas and build meaningful relationships.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
