Business Operations Specialist

Responsibilities

• Handle and resolve internal customer requests via Salesforce cases, providing top-tier support.
• Efficiently prioritize and manage multiple time-sensitive cases simultaneously.
• Prepare, review, and approve sales and contractual documents (e.g., Statements of Work, Work Orders, Change Orders, Proposals, RFIs, and estimates) for both standard and custom deals, ensuring compliance with Guidewire’s policies.
• Support global field consultants with invoicing and month-end billing processes.
• Address and resolve employee inquiries regarding resource assignments, expenses, travel policies, and other operational topics.
• Assist with project set-up, tracking, and maintenance within  our Professional Services Automation (PSA) tool.
• Collaborate cross-functionally with key stakeholders (Professional Services, Finance, and Legal) to resolve or approve customer rates and billing discrepancies promptly.
• Create and manage customer-facing annual rate increase notifications and update internal systems with the latest rates as needed.
• Lead and implement process improvements to enhance organizational efficiency.

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Required skills and experience:

• 3-5 years combined experience in technical services operations or Professional Services.
• Some background in invoicing, billing, and/or financial analysis.
• Must be able to read and interpret contractual language with regards to project set-up details (i.e., rates, start and end dates, expense policies, etc.).
• Experience with basic project management (i.e., defining goals, tracking progress, reporting status, and meeting milestones). 
• Experience with basic system administration tasks.
• Experience with Salesforce.com desiredProficiency in Google GMail, Documents, and Sheets
• Excellent communication and active listening skills.
• Comfortable talking to internal customers via email, chat, or phone. 
• Ability to work both in a small team environment with shared responsibilities and independently with little or no supervision direction, while demonstrating collegiality. 
• Outstanding attention to detail with a strong ethic of personal responsibility. 
• Great problem-solving, analytical, and organizational skills.
• During month-end and quarter-end periods, a flexible schedule may be necessary to provide support to customers across different time zones.