Delivery Operations Analyst

Work Intake & Triage

• Monitor and manage all incoming requests inFreshserviceacross ticket types (incidents solution requests change requests)

• Evaluate new requests against team capacity priority and strategic alignment before assignment

• Route work to theappropriate teammember based on skill workload and urgency

• Communicate triage decisions and timelines back to requesters

• Hold regular touchpoints with key business stakeholders (RevOps Finance CS etc.) to stay current on their priorities upcoming needs and satisfaction with delivery

Sprint Planning & Delivery Cadence

• Own the bi-weekly sprint planning process prepare the agendafacilitatethe session and document outcomes

• Maintain and groom the teams backlog inFreshservice ensuring items are properly scoped before they enter a sprint

• Track sprint commitments and flag risks or blockers to the Director in advance

• Maintain visibility into what is in-flight upcoming and deferred across the full team

Resource Allocation

• Maintain a clear view of team capacity

• Partner with the Director to balance workload and avoid over-commitment

• Surface resource gaps or conflicts early and recommend adjustments

Release Management & Release Notes

• Coordinate change management windows and ECT releases in alignment with the established release cadence

• Own the creation and publication of release notes for each sprint cycle summarizing what shipped what changed and what stakeholders need to know

• Submit and track change records inFreshservice; ensure release process compliance

• Own the escalation process for off-cycle deployments evaluate urgency and impact coordinate approvals and manage communication to stakeholders and the Director when work needs to move outside the standard release cadence

Process & Tooling Ownership

• Own and continuously improve theFreshserviceworkflowsautomators and ticket intake processes that route and manage ECT work

• Own team documentation in Confluence as the primary accountable party ensuring all operational processes team policies and delivered solutions are documented current and accessible; proactivelyidentifyand close documentation gaps after each sprint or change

• Identifybottlenecks in the intake-to-delivery flow and propose improvements

• 35 years of experience in program management project management or delivery operations ideally in a technology or enterprise applications environment

• Hands-on experience with a service management or project tracking tool

• Comfortable facilitating planning sessions and driving decisions without direct authority

• Strong written communication able to translate technical work into clear stakeholder-facing release notes and updates

• Organized and detail-oriented; thrives in an environment with high volume and competing priorities

What Success Looks Like

• Incoming requests are triaged and assigned nothing sits unacknowledged

• Sprint planning runs efficiently; the team walks out of every session with a clear committed plan

• Release notes are published consistently and are useful to both technical and non-technical stakeholders

• The teamoperateswith greater efficiency and consistency because day-to-day operational coordination is proactively managed by this role.

• Freshservice reflects reality ticket statuses assignments and sprint contents areaccurateand current

• Familiarity with Salesforce CPQ or SaaS application environments is a plus not a requirement