Professional Services Operations Specialist

Intapp is a global leading supplier of enterprise software solutions to the legal, professional services and financial sectors. The company is based in Silicon Valley and has offices across the USA as well as in London, Manchester and Sydney. Over 1,400 customers globally, including 96 of the Global 100 law firms, five of the top eight global accounting firms, and more than 400 capital markets and advisory firms, rely on us. We have a first-class reputation for service excellence and for offering a friendly, team-centric and professional working environment.

With business going through a period of rapid growth, we are expanding our team and we are now looking to hire a Professional Services Operations Specialist to join our friendly team based in the City of London. Reporting to the Director of Professional Services Operations, the role will involve the following:

Professional Services Operations ( PS Ops)

Provide first line technical support to the Professional Services and Strategic Consulting organizations by responding to issues and requests reported in the FreshDesk ticketing system. Systems supported include, but are not limited to:
Salesforce
Open-Air
Intapp Time
Jira
Box
Concur
System Integrations
Within the ticketing system, efficiently triage and escalate issues that fall under adjacent internal teams as needed. Adjacent teams include IT, Business Applications, Finance, Product and other individuals in the extended PSOps team.
Develop system expertise and proactively identify systems/process enhancements that will be provide incremental improvements and efficiencies in systems supported.
Participate in designs, changes, implementations, testing, rollouts, and change management activities for existing and new Intapp Professional Services solutions.
Own the timely creation and updating of projects in OpenAir, including generating proposal projects.
Own OpenAir administration, including but not limited to, working with PSOps team on maintaining and updating system.
Professional Services Sales ( PS Sales)

Own the management of PS Sales opportunity data in Salesforce to make sure it is accurate and up-to-date by following up with Sales, CSM, and PS staff to ensure they are updating the opportunities appropriately.

Own the management of PS Statement of Work (SOW) requests. This includes reviewing the accuracy of specific content in of all SOWs in the ‘Ready to Review’ stage and managing the expiration of the documents.
Manage the accuracy of soft-booked opportunities in OpenAir. This includes creating any soft-books for flagged opportunities, and adjusting any inaccurate soft-books based on the new status of the Salesforce opportunity.
Both Teams

Support the Global Resource Manager, the Service Sales Specialist, and the overall Services team.
A successful candidate will be highly collaborative, seeking and sharing knowledge across the PS-Ops and PS Sales teams.
Assist with special projects as assigned.
PS Ops – Tentative Based on Availability and Interests

Assist with Professional Services reporting and dashboarding, including creating reports as needed.
Enforce Professional Services data quality and manage audit reports. Reviewing weekly alerts and addressing with other internal stakeholders.
Document Professional Services processes and provide weekly operations manuals updates as needed. Identify process gaps and propose design solutions.
PS Sales – Tentative Based on Availability and Need

Manage the creation of all SOWs having to do with the CSM Walls upgrade program (Partner lead, Intapp paper)

Qualifications

Bachelor’s degree or equivalent experience. Preference given to Professional Services, Operations Management, and Information Systems studies and experience.
Experience working with Salesforce, OpenAir, FreshDesk, Jira, Box, and/or system integrations strongly preferred.
Strong analytical skills including experience working with Excel
Strong attention to detail.
Strong interpersonal and communications skills. Teams interaction language is English.
Ability to work in fast-paced environment
Strong ability to multi-task and work on many projects simultaneously.
Customer-focused with a strong sense of urgency and strong sense of making things as effortless as possible for the customer, the team, and this role.

Intapp is The Industry Cloud for Professional and Financial Services. Headquartered in Silicon Valley, we serve over 1,300 customers worldwide — 96 of the Global 100 law firms, 5 of the top 8 global accounting firms, and more than 600 capital markets and financial advisory firms — we’ve cultivated a record of customer success and collaborative partner relationships. We have over 500 professionals across the globe — from our Silicon Valley headquarters in Palo Alto to Charlotte, Chicago, London, Jersey City, New York, Manchester, Minsk and Sydney. We help firms shift to a modernization strategy and gain a growth edge in today’s competitive marketplace. We offer intelligent solutions – purpose-built for partner-led firms – spanning the entire client lifecycle, from strategy through origination and execution. For more information, visit www.intapp.com

Please contact Nigel Lawrence, Snr Talent Acquisition Specialist – [email protected]m or call me on 0203 826 1062