Senior Professional Services Operations Analyst

Loftware, Inc; Portsmouth (NH); Remote; USD 127,000 - 160,000; Full time

Job summary

Loftware, Inc. is seeking a Senior Professional Services Operations Analyst to serve as the Certinia PSA administrator and owner of related Salesforce PS processes.

The role ensures data integrity, governance, and efficient operational workflows across the Professional Services lifecycle. You will coordinate with Finance, IT, and leadership to maintain reliable processes, drive utilization insights, and enable scalable service delivery, with a strong focus on billing readiness and revenue

Qualifications

• Experience administering PSA systems and related Salesforce processes.
• Proven data governance and data quality management in a services environment.
• Understanding of project accounting, billing, and revenue recognition processes.

Responsibilities

• Serve as the primary Certinia PSA administrator and owner of Salesforce PS processes.
• Own system configuration, governance, and workflows for Professional Services.
• Maintain project templates, utilization models, billing configurations, and operational workflows.
• Support testing, release management, and user adoption initiatives.
• Partner with IT and stakeholders to identify automation opportunities and optimize processes.
• Own project financial hygiene across the PSA platform including billing readiness and revenue schedules.
• Monitor billable hours, time entry, and project status accuracy for revenue realization.
• Prepare and review weekly billing packages for Finance with proper documentation.
• Establish data governance processes and audit-ready records; be escalation point for PSA issues.
• Collaborate with Project Managers, Finance, Cloud Ops, Sales Ops, and IT to ensure operational effectiveness.

Skills

Salesforce

Certinia PSA

Data governance

Billing & revenue recognition

Utilization management

Forecasting

Cross-functional collaboration

Education

Bachelor's or higher in Business Administration or related field

Bachelor's or higher in Information Technology or related field

Tools

Certinia PSA

Salesforce

Job description

Senior Professional Services Operations Analyst

At Loftware,It’s all right there— the scale, the expertise, and the opportunity to grow your career in a business-critical industry.

Job Title: Senior Professional Services Operations Analyst

Possible locations: Portsmouth, NH, USA, Remote

Please note:Visa sponsorship is not available for this role.

The Senior Professional Services Operations Analyst serves as the primary PSA (Certinia) Administrator as well as an operational systems owner for Loftware's Professional Services organization. This role is responsible for the integrity, configuration, governance, and day-to-day administration of Certinia PSA and related Salesforce processes that support project delivery, project financials, billing readiness, utilization management, resource planning, and operational execution.

As the functional owner of Professional Services operational systems, this individual ensures data accuracy, process compliance, financial hygiene, and system effectiveness across the entire services lifecycle. The role acts as the central point of coordination between Professional Services, Finance, IT, Cloud Operations, and leadership to maintain reliable operational processes and a scalable services-delivery platform.

In addition to PSA administration responsibilities, the role provides operational analytics, reporting, and business insights that help leadership manage utilization, capacity, project performance, revenue realization, and organizational effectiveness.

Compensation: This role is offered at a salary range of $127,000 – $160,000 annually, commensurate with experience and qualifications. In addition to base salary, eligible employees will be offered a comprehensive benefits package.

PSA Administration & Professional Services Systems Ownership (Primary Focus)

• Serve as the primary administrator and subject matter expert for Certinia PSA and associated Salesforce Professional Services processes.
• Own system configuration, user support, process governance, and operational best practices across the Professional Services organization.
• Maintain project templates, work breakdown structures, utilization models, milestone frameworks, billing configurations, and operational workflows.
• Support system enhancements, change requests, release management activities, testing, validation, and user adoption initiatives.
• Partner with IT and business stakeholders to identify opportunities for process automation, workflow improvements, and system optimization.

Project Financial & Billing Governance

• Own project financial hygiene across the PSA platform, ensuring project data supports accurate billing, forecasting, revenue recognition, and operational reporting.
• Monitor and validate billable hours, time entry compliance, milestone completion, project status accuracy, revenue schedules, POP/POC exceptions, and billing readiness activities.
• Prepare and review weekly billing packages for Finance while ensuring supporting documentation and project records meet audit requirements.
• Investigate and resolve project financial discrepancies, billing exceptions, and operational issues impacting revenue realization.

Data Governance & System Integrity

• Establish and maintain data quality standards across PSA and Salesforce.
• Proactively identify, triage, and resolve data integrity issues before they impact billing, forecasting, reporting, customer delivery, or financial outcomes.
• Develop and maintain operational governance processes, controls, SOPs, process documentation, and audit-ready records.
• Serve as the escalation point for PSA-related operational issues and cross-functional system concerns.

Operational Process & Cross-Functional Support

• Partner closely with Project Managers, Technical Consultants, Finance, Cloud Operations, Sales Operations, and IT to ensure operational processes function effectively.
• Support resource management, staffing workflows, infrastructure allocation processes, and project setup activities.
• Participate in service transformation, migration, and systems enhancement initiatives that affect Professional Services operations.
• Drive continuous improvement initiatives focused on scalability, efficiency, adoption, and operational excellence.

Business Expertise:

Requires advanced knowledge of:

• Salesforce platform and services-delivery objects
• Professional Services operations and delivery methodologies
• Project accounting and project financial management
• Billing and revenue recognition processes
• Utilization and resource management
• Capacity planning and forecasting
• Operational governance and data quality management
• Reporting, analytics, and business intelligence

The ideal candidate combines strong systems administration expertise with a deep understanding of how Professional Services organizations operate and generate revenue.

Problem Solving:

This position serves as the operational authority for PSA-related issues impacting project execution, billing, utilization, forecasting, and reporting. The role routinely evaluates cross-functional challenges involving system configuration, project data quality, financial controls, utilization management, billing exceptions, revenue schedules, workflow adoption, and operational process effectiveness.

Success requires balancing technical system expertise with practical business judgment to ensure operational outcomes support both customer delivery and company financial objectives.

Nature & Area of Impact:

This role directly influences:

• Professional Services operational effectiveness
• Certinia PSA adoption and data integrity
• Billing accuracy and revenue realization
• Utilization visibility and resource optimization
• Forecast reliability
• Audit readiness and compliance

The position serves as a critical operational bridge between systems, financial processes, delivery organizations, and executive leadership.

Interactions / Interpersonal Skills:

This role requires extensive collaboration with:

• Professional Services Leadership
• Project Managers
• Technical Consultants
• Finance
• Cloud Operations
• IT and Business Systems teams

The successful candidate must be capable of translating complex operational, financial, and systems-related issues into practical solutions and actionable business insights while building strong partnerships across multiple functions.

Why Join Us?

Working for the undisputed global leader in a business-critical industry offers unparalleled possibilities.

Our team is made up of the most talented, curious, and inspiring people in their fields, each bringing something unique to the table.

We use the power of the global team.

We set you up for success. We offer comprehensive training to all employees and place an emphasis on employee development.

We Win with Inclusion

At Loftware, inclusion, diversity, and belonging are paramount to our success and our culture. We are an equal opportunities employer. This means we are committed to recruiting qualified applicants regardless of race, color, religion, age, sex, gender, national origin, disability, or protected veteran status. We believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.

About us

We make the Supply Chain work

At Loftware, our end-to-end cloud-based labeling platform helps businesses of all sizes manage labeling across their operations and supply chain, and our solutions are used to print over 51 billion labels every year. With over 500 industry experts and 1,000 global partners, Loftware maintains a global presence with offices in the US, UK, Germany, Slovenia, China, and Singapore making us a trusted partner for companies in automotive, chemicals, clinical trials, consumer products, electronics, food & beverage, manufacturing, medical device, pharmaceuticals, retail/apparel, and more.

Bachelors or better in Business Administration or related field.

Bachelors or better in Information Technology or related field.

Experience

Preferred

2–5 years in Professional Services Operations, PSA systems, project financials, or a comparable operational role.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.