Legal Operations Analyst

Salesforce, Inc.; North Carolina; On-site; USD 85,000 - 105,000; Full time

Job summary

Salesforce is seeking a Legal Solutions Analyst in North Carolina to join the Legal Solutions team within Legal Operations. You will handle incoming requests in case management systems, follow SOPs, troubleshoot, and escalate when needed, while delivering high-quality service across multiple legal processes.

You will analyze workflows, identify bottlenecks, recommend improvements, build reports and dashboards, and explore automation opportunities.

Qualifications

• Minimum of three to five years in operations and/or technology services roles.
• Ability to work independently in a globally distributed team with limited supervision.
• Strong organizational skills, attention to detail, and time management.
• Able to map and analyze business processes and translate needs into clear requirements.
• Strong analytical mindset with data-driven decision making.
• Excellent written and oral communication; professional discretion with confidential information.
• Flexibility to work outside standard hours, including some evenings and weekends.

Responsibilities

• Own incoming cases in case management systems, following SOPs and escalating as needed.
• Be accountable for a subset of legal processes and align work with business objectives.
• Build and maintain reports and dashboards to monitor performance and quality.
• Document current processes, identify inefficiencies, and analyze root causes.
• Identify automation opportunities and support implementation.
• Partner with stakeholders and drive process improvements and change adoption.
• Conduct quality audits and support month-end and quarter-end peaks.

Skills

Strong self-management

Independent work

Analytical mindset

Data-driven decision making

Excellent communication

Process analysis

Adaptability

Salesforce proficiency

Lean Six Sigma knowledge

Education

Degree or equivalent relevant experience

Tools

Salesforce (Sales Cloud & Service Cloud)

Microsoft Office

Google Workspace

Ironclad (or CLM tools)

SQL

Tableau / Einstein Analytics

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Global Affairs

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

What You'll Be Doing & Why It Matters

The Salesforce Legal Solutions team is a vital part of our Legal Operations department, focused on enhancing operational efficiency within Salesforce Legal and Corporate Affairs. We manage a high volume of processes and tasks to support multiple legal business units within the Legal and Corporate Affairs teams.

As a Legal Solutions Analyst, you will combine operational delivery with process analysis. You will independently handle incoming requests in our case management systems across the team's portfolio of legal processes, following SOPs, troubleshooting complex requests, and escalating when needed. You will also act as a business and process analyst, looking closely at how work flows, spotting patterns, bottlenecks and gaps, and recommending improvements that increase speed, quality, and customer satisfaction. Strong day-to-day execution is the foundation for the improvements you will drive.

Core Responsibilities & Scope

• Participate in a case coverage rotation, owning incoming cases in our case management systems during your assigned shifts. Resolve cases accurately and on time across a variety of legal processes, following SOPs, troubleshooting issues, and escalating to Legal or subject matter experts as appropriate, while maintaining consistent quality standards.
• Be accountable for a subset of legal processes, starting with an understanding of the business objectives that drive the work.
• Build and maintain reports and dashboards that provide visibility into operational performance and quality.
• Document and analyze how processes work today, identifying inefficiencies, pain points, and root causes of recurring issues.
• Identify and recommend automation opportunities, and support their implementation.
• Partner with business stakeholders, build trust through strategic recommendations, and adapt to change together.
• Conduct regular quality audits to ensure compliance, accuracy, and optimal performance.
• Contribute to process documentation, business requirement documents, and functional specifications.
• Conduct gap analysis to compare current capabilities against business objectives and recommend solutions to close gaps.
• Provide additional support during month-end and quarter-end peak periods to support the sales cycle, including occasional evenings and weekends.

Minimum Requirements

• Minimum of three to five years of experience in operations and/or technology services roles
• Strong self-management skills, with a proven ability to work independently and stay on task in a globally distributed team with limited day-to-day oversight
• Ability to shift between work types and priorities, adapt quickly to changing business needs and perform well under pressure.
• Strong organizational skills, attention to detail, and outstanding time management.
• Ability to map, document, and analyze business processes, and to translate business needs into clear requirements.
• Strong analytical mindset with proven ability to work with data, identify patterns, and drive decisions based on insights.
• Strong problem-solving skills with a focus on data integrity, process optimization, and continuous learning.
• Outstanding oral and written communication skills; able to communicate complex technical concepts and data insights effectively.
• High level of professionalism and discretion in handling sensitive or confidential information
• Proficient in Salesforce (Sales Cloud and Service Cloud), Microsoft Office, and/or Google Suite
• Flexibility to work outside standard hours, including some evenings and weekends, to support month-end and quarter-end business needs.
• Degree or equivalent relevant experience. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Preferred Qualifications

• Experience with legal operations, legal workflows, or supporting in-house legal teams
• Familiarity with Ironclad or similar Contract Lifecycle Management tools
• Experience in process improvement methodologies (Lean, Six Sigma) and/or project management
• Experience with root cause analysis, quality assurance, or auditing
• Demonstrated track record of implementing automation solutions that deliver measurable efficiency gains
• Proficiency with data analytics tools such as Salesforce Reports and Dashboards, Einstein Analytics, Tableau, or similar platforms
• Experience analyzing and visualizing data to drive business outcomes
• Experience with data modeling, SQL, or other data tools
• Ability to navigate and function effectively through ambiguity
• A sense of humor and ability to have fun is a plus!

Join our team and help us deliver great service while building the future of Legal Operations through process improvement, smart automation, and data-driven innovation!

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.