Description
The Salesforce Legal Operations Shared Services team is an integral part of our Legal Operations team, focused on driving continuing operational efficiency for Salesforce's Legal department. The team is process and technology oriented, resolving a high volume of cases in support of our Legal and Corporate Affairs teams.
The Legal Operations Analyst will handle and complete a variety of services that enable each of the legal practice areas to work in a more efficient and cost effective manner. This individual will use case management, reporting and dashboards to monitor the timely performance and quality of that work, and collaborate with the team to help establish new innovative process improvements to free up attorney time and improve quality of the department’s work product. Reporting to the Legal Operations Director, this individual will be focused on providing excellent internal and external customer experience while efficiently delivering high-quality work-products that accelerate our journey.
The ideal candidate for this role is results-oriented with a demonstrated history of making significant contributions and delivering time-sensitive business-critical services with a strong commitment to upholding work quality standards within a global operations or shared services organization. They should possess a keen interest in understanding how their role aligns with Salesforce's overarching objectives, a passion for enhancing customer satisfaction, and a genuine enthusiasm for optimizing processes and tools.
Responsibilities
- Manage a fast-paced queue of support tasks of varying level of complexity that are a part of the team’s service portfolio supporting various Legal teams. Utilize established standard operating procedures and documented processes to drive all issues to resolution, prioritizing compliance, revenue goals of the company, customer satisfaction and efficient task execution.
- Develop a deep understanding of the technology, tools, business processes, and legal theory utilized to carry out the range of services within the shared services portfolio performed on behalf of and in collaboration with the various legal business units.
- Take ownership of a designated subset of services within the portfolio, becoming the subject matter expert and guiding peers on specific tasks by aligning with business objectives and monitoring performance of service tasks through the creation and interpretation of reports and dashboards.
- Generate and monitor reports and dashboards for services and tasks to analyze data trends and ensure quality. Provide regular status updates to management at both a high level and detailed level on the assigned portfolio.
- May assist senior team members with operational process flows and solution designs, as well as participate in operational enhancement efforts. Gain exposure to the fundamentals of the project and service lifecycle and contribute to process improvement projects as assigned.
Required Qualifications
- Minimum of five years of experience in operations and/or technology services roles (corporate law department or law firm operations experience would be a plus).
- Perform well under pressure, work independently and as a part of a team in a fast paced environment. Flexible and able to quickly change course when the needs of the business and team shift direction or accelerate delivery.
- Exceptional problem solving skills with passion for data integrity, process definition, and continuous learning.
- Strong organizational skills with a high attention to detail, outstanding time management and communication skills, a commitment to exceptional customer support, and the ability to establish relationships at every level of the organization
- Experience creating dashboards and reports, and ability to apply insights to advise business decision-making.
- Outstanding oral and written communication skills; able to communicate and convey information effectively.
- Demonstrates a high level of professionalism and discretion handling sensitive or confidential information.
- Proficient to expert user-level competence in Salesforce, specifically Sales Cloud and Service Cloud is plus.
- Proficient to expert user-level competence Microsoft Office and/or Google Suite.
- Degree or equivalent relevant experience required. 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
- Demonstrated participation in process improvement initiatives and/or project management experience
- Reporting and Analytics skills in Salesforce Reports and Dashboards, Einstein Analytics, or Tableau.
- Experience with data analysis and reporting; proven track record to analyze, present, and action on raw data (with emphasis on data integrity and accuracy)
- Experience with Apttus, Ironclad, or similar Contract Lifecycle Management tool a plus.
- A general fearlessness regarding the unknown, keen ability to focus, navigate, and function effectively through ambiguity
