Sr. Analyst, Global Shared Services

Job description

**At Instructure**, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in: Job Title: Sr Analyst, Revenue Operations Location: Hybrid Job Type: Full-Time # Senior Analyst – Revenue Operations ### Job Summary The Sr Analyst – Global Shared Services will play a critical role in managing escalations, handling complex sales operations processes, and optimizing workflows for internal stakeholders. This position requires expertise in sales tools, deal desk support, compensation audits, and project management. The ideal candidate will have a strong analytical mindset, attention to detail, and experience collaborating across teams to enhance efficiency, compliance, and overall service delivery. ## Key Responsibilities: ### Sales Onboarding & Offboarding Support - Handle escalations and complex issues related to sales onboarding and offboarding, including workflow concerns such as incorrect account ownership, Salesforce automation errors, and territory logic changes. - Collaborate with IT and third-party vendors to troubleshoot issues beyond initial analyst support for sales tools, user management, and reporting requests in Clari and other platforms. ### Compensation & Commissions Support - Manage mid-to-high complexity queries, audits, and requests related to compensation and commissions. - Work closely with the core team to resolve escalated issues, perform root cause analysis, and identify trends. - Develop process enhancements to improve efficiency, ensure SLA compliance, and optimize performance. ### Deal Desk & Pricing Audits - Handle escalations and complex deal-related queries, including pricing calculations, discount structures, and revenue allocations. - Audit new logos, renewals with upsells, and deal splits to ensure accuracy and compliance. - Manage escalated and urgent requests while conducting quality checks on analysts’ ticket resolutions. - Collaborate with the Deal Desk team to resolve complex issues, identify training needs, and streamline processes. - Analyze issue trends through reporting, conduct root cause analysis, and recommend automation or process improvements. ### Territory & Opportunity Management - Handle escalations and complex queries related to territory assignments, including resolving incorrect or missing values for accounts and opportunities. - Support and troubleshoot opportunity deal requests, including quota splits, missing or incorrect field values, opportunity transfers and ownership management, and stage updates. - Conduct audits to ensure data accuracy and compliance while collaborating with stakeholders to enhance processes. ### Sales Tools Administration & Escalation Management - Support the setup of users within multiple sales tools such as LinkedIn Sales Navigator, Clari, Outreach, and Salesforce. - Address escalations related to tool access, configurations, and troubleshooting complex user issues. ### Audit & Compliance - Conduct audits for high-complexity deal types, reviewing analysts' work and addressing escalated queries before involving stakeholders. - Liaise with the Deal Desk team to troubleshoot escalated cases and refine workflows, providing feedback and optimized process flows to analysts. - Perform in-depth validations of pricing and contract structures, ensuring compliance, mitigating risks, and identifying process improvement opportunities. ### Strategic Initiatives & Reporting - Low-Mid Impact Projects (CFO Initiatives): Manage and support projects aligned with CFO objectives, ensuring execution within scope and timelines. - SOP & Workflow Development: Create and refine Standard Operating Procedures (SOPs) and workflows for efficiency improvements. - Reporting & Dashboards: Oversee the creation and management of reports and dashboards to provide leadership with data-driven insights. ## Required Skills & Experience: - Experience in supporting and handling escalations for user management and profile setup within sales tools such as Clari, Tableau, Salesforce, and CRM platforms. - Proficiency in Tableau and Salesforce dashboards, reporting, troubleshooting, and backend support. - Deal Desk support experience, including handling escalations, responding to queries, and resolving errors related to quotes, pricing, opportunity splits, and order forms. - Knowledge or experience in renewals support, including responding to renewal-related queries and resolving data errors. - Strong understanding of Sales Operations (SaaS operations), Rules of Engagement, and Audit Processes. - Proficiency in Salesforce Tool Navigation (Accounts, Opportunities, Reports), Data & Analytics, and Salesforce Admin functions. - Experience using ticketing systems like Zendesk, Jira, or ClickUp to manage requests and escalations. - Mid-to-intermediate-level reporting skills, including Salesforce report creation, Lucidchart workflows, and Google Sheets (basic formulas) & Slides. - Experience handling escalations related to sales tool setup and troubleshooting, including Clari, Outreach, and Salesforce. - Strong attention to detail, analytical skills, and the ability to systematically organize and innovate solutions. ## Preferred (Good-to-Have) Skills: - Salesforce intermediate skills, including troubleshooting, user role setup, logic automation, and CPQ configurations. - Project Management skills, including experience using tools such as Jira, Zendesk, ClickUp, Confluence, and Asana. - Basic knowledge of Salesforce automation logic and workflow builds. - Six Sigma certification (good to have but not required). ### Why Join Us? This role provides a great opportunity to be a key contributor to the Global Shared Services team, working closely with cross-functional stakeholders and driving operational excellence in sales operations, deal management, and strategic initiatives. If you're detail-oriented, thrive in a fast-paced environment, and have a passion for process improvement, we'd love to hear from you! **Get in on all the awesome at Instructure!** We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect: - Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success. - Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location. - Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs. - Comprehensive wellness programs and mental health support - Learning and development resources, including professional development tools and tuition reimbursement, to support your growth - The technology and tools you need to do your best work - Motivosity employee recognition program - A culture rooted in inclusivity, support, and meaningful connection We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes. Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate. All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws. Any attempt to misrepresent personal or professional information will result in disqualification.