Operations and Analytics Specialist

Ideagen; Pampanga; On-site; PHP 334,800 - 669,600; Full time

Job summary

Ideagen is seeking an experienced Systems Administrator to manage daily operations on Gainsight CS and Kantata at their Clark Freeport Zone office. The role involves ensuring system reliability, collaborating with specialists for onboarding, and supporting cross-platform expertise within the team.

The ideal candidate will have 3-5 years of relevant experience, particularly with Gainsight CS, and possess strong organizational and communication skills. The position is hybrid, allowing flexibility in work arrangements.

Qualifications

• 3–5 years of systems administration experience in a SaaS or tech environment.
• Proven ability to manage day-to-day operations across multiple systems independently.
• Strong attention to detail, especially with data accuracy.

Responsibilities

• Manage and improve Gainsight features like customer success plans and health scores.
• Oversee monthly reconciliation process ensuring project and financial data accuracy.
• Collaborate with team members to share knowledge and improve processes.

Skills

Systems administration experience

Hands-on experience with Gainsight CS

Familiarity with Salesforce integrations

Attention to detail

Effective communication skills

Collaborative mindset

Tools

Gainsight CS

Salesforce

Kantata

Job description

About Us

Location - Clark Freeport Zone, Pampanga, Philippines

Department - IT Service Desk and Central IT

Function - Product R&D

Working Pattern - Hybrid

We’re seeking an experienced Systems Administrator to join our Customer Systems Team, managing day-to-day operations across two critical platforms: Gainsight CS and Kantata. In this hands‑on role, you’ll ensure both systems run smoothly while supporting the teams that rely on them and strengthening cross‑platform expertise. You’ll collaborate closely with a seasoned Gainsight specialist for onboarding and knowledge transfer, as well as a Kantata Admin for training on key workflows and processes. This is a central role within our post‑sales tech ecosystem, focused on reliability, execution, and continuous improvement.

Responsibilities

Gainsight CS Administration (50%)

• Help manage and improve Gainsight features like customer success plans, workflows, email programs, and health scores
• Keep data accurate by monitoring system integrations and resolving any issues
• Create and maintain dashboards and reports to track customer health, NPS, and renewals
• Support daily operations by handling tickets, troubleshooting issues, and testing updates
• Assist with customer communications and email campaigns
• Monitor integrations with Salesforce and Zendesk and help resolve any data issues

Kantata Administration (35%)

• Take ownership of the monthly reconciliation process to ensure all project and financial data is accurate
• Support day‑to‑day system administration, including user access, project setup, and resource planning
• Build reports and dashboards to track team performance, project health, and financials
• Maintain data quality through regular checks and updates
• Support and train users, and keep documentation up to date

Cross‑Platform & Team Support (15%)

• Work with the Business Analyst to turn business needs into clear tasks
• Collaborate with team members to share knowledge and improve processes
• Help maintain documentation and standard ways of working
• Proactively highlight risks or issues to keep everything running smoothly

Skills and Experience

• 3–5 years of systems administration experience in a SaaS or tech environment
• Hands‑on experience with Gainsight CS (workflows, health scores, email programs, dashboards) or with any similar platform
• Familiarity with Salesforce integrations, data syncing, and validation
• Proven ability to manage day‑to‑day operations across multiple systems independently
• Strong attention to detail, especially with data accuracy, and experience building business reports and dashboards
• Able to prioritize and manage multiple tasks with minimal supervision
• Clear written communication in English, including documenting processes and raising issues
• Collaborative and proactive, with a willingness to share knowledge and work across global team

Nice to Have:

• Experience with Kantata or similar tools (like Mavenlink, FinancialForce, or Certinia)
• Exposure to month‑end processes or data reconciliation
• Experience working with customer success or professional services teams