Specialist – Business Operations & Reporting

Anaqua; Gurugram District; On-site; INR 300,000 - 500,000; Full time

Job summary

A company specializing in Intellectual Property management is hiring a Specialist – Business Operations & Reporting in Gurugram. The role involves Zendesk administration, advanced Excel usage, and data analysis to enhance operational efficiency. Candidates should possess strong analytical, problem-solving skills, and experience with Power BI. This full-time position is suited for entry-level professionals.

Qualifications

• Hands-on experience with Zendesk administration, including triggers and automation.
• Advanced proficiency in Microsoft Excel, including macro writing.
• Experience with Power BI for data modeling and visualization.

Responsibilities

• Configure and maintain Zendesk for workflow management.
• Utilize MS Office tools for reporting and documentation.
• Perform data analysis to identify trends and opportunities for improvement.

Skills

Zendesk administration

Advanced Excel skills

Power BI

Analytical problem-solving

Communication skills

Education

Technical background (IT, Computer Science or related field)

Tools

Zendesk

MS Office (Excel, Word, PowerPoint, Outlook)

Power BI

Job description

Specialist – Business Operations & Reporting

Join a growing, dynamic, and innovative team that has established itself as the market leader in Intellectual Property management solutions. ANAQUA provides Intellectual Asset Management Software and Services to help companies and law firms improve their management of their IP portfolios to gain a competitive advantage. ANAQUA’s web‑based product serves over 20,000 users worldwide, including Microsoft, The Coca‑Cola Company, British American Tobacco, Diageo, and NXP Semiconductors.

Position Overview

We are seeking a highly skilled, versatile operations professional to join our Legal Support Services (LSS) team at the Gurugram office.

Key Responsibilities

• Zendesk Administration & Workflow Management:
  • Configure and maintain Zendesk for efficient email‑to‑ticket conversion and workflow automation.
  • Set up and manage ticket routing rules, macros, triggers, and automations to streamline operations.
  • Develop and maintain Zendesk pre‑configurations for new workflows and client onboarding.
  • Monitor and optimize ticket lifecycle management, ensuring SLA compliance and timely resolution.
  • Implement custom views, dashboards, and reporting for operational insights.
  • Troubleshoot technical issues related to Zendesk workflows and provide solutions proactively.
  • Collaborate with cross‑functional teams to align Zendesk workflows with business objectives.
• Utilize advanced Excel skills, including macro writing, to automate and streamline operational processes.
• Leverage MS Office tools (Excel, Word, PowerPoint, Outlook) for reporting, documentation, and communication.
• Use Power BI for data visualization and dashboard creation; preference will be given to candidates with hands‑on experience.
• Apply logical thinking and analytical skills to solve operational challenges and improve workflows.
• Coordinate with internal stakeholders across departments to gather, validate, and analyze operational data.
• Conduct data analysis to identify trends, inefficiencies and opportunities for process improvement.
• Support the development and maintenance of operational reports and performance metrics.
• Assist in preparing presentations and reports for senior management based on data insights.
• Participate in cross‑functional projects and contribute to strategic initiatives.
• Ensure data accuracy and integrity in all reporting and analytics activities.
• Maintain documentation of processes and standard operating procedures (SOPs).
• Continuously seek opportunities to enhance operational efficiency and effectiveness.

Required Skills & Qualifications

• Hands‑on experience with Zendesk administration, including triggers, macros, routing and automation.
• Familiarity with email‑to‑ticket workflows and Zendesk pre‑configuration.
• Strong analytical and problem‑solving skills with attention to detail.
• Excellent communication and documentation skills.
• Technical background (IT, Computer Science or related field) is a plus.
• Advanced proficiency in Microsoft Excel, including macro writing and automation techniques.
• Strong working knowledge of MS Office tools (Word, PowerPoint, Outlook) for documentation and reporting.
• Hands‑on experience with Power BI for data modeling, visualization and dashboard creation is preferred.
• Detail‑oriented with excellent communication and documentation skills.
• Certification in Power BI or Data Analytics (e.g., Microsoft Certified: Power BI Data Analyst Associate) is a plus.

Seniority level

Entry level

Employment type

Full‑time

Job function

Consulting, Information Technology, Sales

Industries

Software Development

Location: Gurugram, Haryana, India