Operations Analyst

Phoenix, AZ

Blackboard is helping education leaders enhance every aspect of the teaching and learning experience. Blackboard’s broad reach covers our traditional, market-leading e-Learning solutions, in addition to mass notification, campus security, and commerce. We are dedicated to fostering a culture of lifelong education and growth. Across courses, campuses, organizations, companies, government agencies, and communities, Blackboard is powering the educational age around the globe.

Blackboard Transact™ is an integrated technology platform that helps improve the student experience and campus safety, while helping streamline business operations and increasing revenue. The Blackboard Transact platform includes capabilities within two integrated modules:

Commerce Management: facilitates campus ID card issuance, cashless payment processing, account management and reporting on-campus, off-campus, and online.
Security Management: monitors all campus activity using integrated door access control, video surveillance and mass notification capabilities.

POSITION RESPONSIBILITIES

The Operations Analyst Lead provides operational, analytical, and quality support services to the Transact Consulting, Operations Management, Sales and Support teams. In addition, this position actively contributes to a growing knowledge network that improves the effectiveness of our teams and the information available to our clients. Responsibilities include:

Strong understanding of Transact business at a detailed level. This includes products, what they do, and how they interact with other products to form a complete system.
Audit all operations transactions to ensure accuracy, develop training objections and provide statistical reporting for management.
Approval of deviations from standard terms and conditions upon request by customers.
Create, review, and reconcile sales orders to ensure accuracy between the customer purchase order(s) and contractualagreement(s).
Support the development of metrics to measure, analyze, and recommend improvement strategies on operational processes to include productivity models, resource allocation models, metrics andmeasures.
Present findings to Transact Operations Management regarding key activities, trends, and measures affecting this business and ourcustomers.
Provide process and reporting analysis to support the management team in decision making.
Create and maintain customer facing quotes and sales orders using Oracle CPQ. Prepare margin analysis to determine discount eligibility. Validate discount approvals and determine the appropriate resource to approve thediscount.

Determine how the product/service will be delivered (by Consulting, Support or third party vendor) and confirm when the product/service has been completed. This requires analysis of all fulfillment systems (CRM, Kimble, Payment Gateway,etc.).
Provide assistance to the Consulting team to determine proper product pricing and provide information regarding sales details. This includes project setup in Kimble and timesheet audits, as well as, determining the value of Consulting project change requests.
Provide operational support to the Support team by creating cases, determining the severity of the case and assigning the appropriate resource to resolve thecase.
Prepare weekly and monthly invoicing files from Concur, CRM, Go Sign Me Up, Kimble data to review and prepare Peoplesoft Financials Contracts for billing and revenue recognition.
Review and correct interface errors in relation to dailyinvoicing.
Train Consulting and Sales resources on: sales procedures relating to contracts, quotes and orders; Consulting timesheet and expense entry; Consulting forecasting by Project Managers; standard invoicingprocedures.
Act as a liaison with the Accounting department to resolve any invoicing and revenue relatedquestions.
Research customer disputes and provide necessary backup to supportinvoicing.
Provide reporting to Consulting management to determine profitability, project statuses, and projectedinvoicing.
Prepare monthly accrual files to ensure accurate financial reporting.
Perform other duties asassigned.

PROFESSIONAL QUALIFICATIONS REQUIREMENTS

Required:

Five years of experience in Sales or Client ServicesOperations.
Four to five years of accountingexperience.
Strong computer, financial, communication and analyticalskills.
Experienced Microsoft Exceluser.
Ability to collect and assess data, and report findings in a clear and concisemanner.
Ability to work with minimal supervision, use logical judgement in decision-making, and solve complexproblems.
Strong organizational and multi-taskingskills.
Strong interpersonal and written and oral communication skills. Ability to interact with all levels of internal clients and externalvendors.

Preferred:

Bachelor’s degree in business, communications orMIS.
AdvancedExcel.
Experience with reporting tools and reportdevelopment.
Experience with PeopleSoft Financials, PeopleSoft CRM, SalesForce, Sharepoint, Oracle CPQ, Kimble, and Payment Gateway relatedplatforms.
Understanding of contract language and miscellaneous other legaldocuments.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time.

Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, color, religion, sex, national original, age, religion, disability, marital status, sexual orientation, gender identity or expression, military/veteran status, or any other protected factor.