Service Management Analyst

Who we are:
We, Operative, are a world leading revenue accelerant for media companies around the globe. No other software company in AdTech space, brings a comparable depth of experience to create truly innovative software that performs across all platforms, revenue models and business units. We provide software-based solutions which help clients manage advertisements both in the linear (TV) and digital space. We have been in the market for over two decades and have 1100+ employees with 12 offices spread across the globe.
Operative is proud to play a pivotal role in the way advertising is bought, sold and managed across media industry.

What we are looking for:
Operative is seeking a dynamic, organized, detail-driven individual to join our growing team as a Service Management Analyst. In this exciting role, the individual will build a relationship with customers to manage the customer’s backlogs, prioritize release contents with customers, coordinate with internal departments for commitment and delivery of releases.

What the job is about:

• Change and Release Management Coordinator
• Work as part of a service management team to handle releases for multiple products within the company
• Work with customer and internal teams to prioritize customer release and hotfix request
• Work with internal teams to get commitment for customer releases and hotfixes, follow-up until release delivery
• Pull reports from the support ticketing system to stay informed of your assigned customers tickets, adjust the list to be discussed with customer as needed
• Work with the knowledge team to create referenceable articles to document internal and external best practices, known errors and lessons learned
• Work with customer support advocates and managers to speak to support cases on customer calls
• Attend internal service management and change management meetings and update open task
• Conduct Weekly/Bi-Weekly/Ad hoc meeting
• Provide status reports to customers and internal staff with release delivery dates
• Work with problem management team to raise a problem case when there are recurring issues
• Work with internal teams and complete defined tasks to manage the release lifecycle for SaaS product
• Create Reports and Dashboards to monitor progress
• Ensure all SLAs are being met and regularly check pended case
• Help with Change Management Implementation and adoption within the company

• Excellent English, both written and verbal communication skills
• Deadline and detail-oriented, with the ability to juggle multiple tasks simultaneously
• A ‘can do’ attitude with strong follow-through habits
• A willingness to take on whatever tasks are needed to complete the job
• Ability to handle critical situations calmly and effectively
• Strong team building and leadership skills
• Experience with MS tools (Teams, SharePoint, PowerPoint, Excel, Word, Visio)
• Bachelor’s degree (or similar)

• Experience with Jira, Salesforce
• Project Management experience

• US Hours required, EST. Occasional weekend work and PST shift coverage may be required.