Services Operations Analyst

Company Overview:

When it comes to IT solution providers there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings theres really only one: Zones First Choice for IT.TM

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need Zones a Minority Business Enterprise (MBE) in business for over 35 years specializes in Digital Workplace Cloud & Data Center Networking Security and Managed/Professional/Staffing services. Operating in more than 120 countries leveraging a robust portfolio and utilizing the highest certification levels from key partners including Microsoft Apple Cisco Lenovo Adobe and more Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need they can Consider IT Done. Follow Zones LLC on Twitter @Zones and LinkedIn and Facebook.

Position Overview:

As a Services Operations Analyst you will play a key role in supporting operational excellence across our services organization. This role focuses on analyzing data improving order and service delivery processes managing internal and client-facing reports and enhancing operational workflows. You will contribute to customer satisfaction and operational efficiency by providing data-driven insights tracking performance against SLAs and supporting cross-functional collaboration.

What youll do as a Services Operations Analyst:

Employees employed in the role ofServices Operations Analyst shall be required to apply their independent mind and demonstrate intellectual abilities in their decision-making.

The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Key Responsibilities:

Operations & Order Management

• Analyze and process service orders and quotes accurately and in a timely manner.
• Monitor open orders and ensure follow-up for timely fulfillment and resolution.
• Track and report on SLA performance for quotes and order processing.
• Identify delays and process bottlenecks; recommend and implement improvements.

Data & Reporting

• Generate operational and customer-specific reports on a regular basis.
• Ensure the accuracy clarity and timeliness of reports shared with internal and external stakeholders.
• Analyze historical data and trends to identify service performance gaps and improvement areas.
• Maintain and enhance reporting dashboards in collaboration with Sales and Enterprise Operations.

Customer & Sales Support

• Support Sales and Customer teams by delivering operational insights and data.
• Act as a key point of contact for inquiries related to order status quote tracking and reporting.
• Address service-related issues proactively and escalate when necessary.
• Ensure alignment with SLAs and customer expectations at every interaction point.

Sourcing & Catalog Management

• Manage sourcing and fulfillment of off-catalog customer requests.
• Ensure accuracy and updates of custom catalogs on internal systems (e.g. Zones Connect).
• Coordinate with internal teams for inventory allocations and customer-specific software agreements.

Project Coordination

• Collaborate with the PMO or Enterprise Operations for new customer rollouts or service initiatives.
• Support the planning and execution of account-level service initiatives.
• Identify opportunities to automate and streamline service delivery processes.

What You Will Bring to the Team:

• Bachelors degree in Business Administration Operations or a related field.
• 23 years of experience in service operations order management or business analysis roles.
• Proven analytical skills with the ability to interpret data and trends.
• Strong proficiency in Microsoft Excel and reporting tools.
• Excellent communication and interpersonal skills.
• Ability to work independently prioritize tasks and meet tight deadlines.
• Strong organizational and problem-solving abilities.
• Experience in enterprise-level sales or services operations is a plus.

Preferred Skills:

• Experience with CRM and ERP systems (e.g. Salesforce NetSuite etc.).
• Familiarity with SLA tracking and performance measurement.
• Knowledge of software/service contracts and catalog management.

Zones offers a comprehensive Benefits package

At Zones we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance optional health insurance EOBI and a voluntary pension scheme in line with Company policy. Employees also enjoy additional perks such as Complimentary meals and access to our in-house gym.

We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT sales engineering or operations Zones provides a dynamic and collaborative environment to help you grow your career.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race color religion sex sexual orientation gender identity national origin disability protected veteran status age genetic information or pregnancy.

Shift Timings: 9:00 PM to 6:00 AM (Pk Time)