Services Operations Analyst

Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM). What you'll do The Service Operations Analyst will work closely with our Services team to drive operational excellence to achieve the organization’s financial goals. Your responsibilities include daily operations within the Quote to Cash function utilizing Certinia and Salesforce. Critical components of this job include sales contract review, project operations and case management. This position will require great attention to detail and the ability to deliver results under deadlines. This role collaborates closely with Sales, Revenue, Services Delivery and the wider Operations team. This position is an individual contributor reporting to the Manager, Services Operations. Responsibility Manage cases, reporting and analytics, and process improvements Perform project reviews and adjustments in our PSA system Investigate and resolve issues related to orders, projects and time entry Support Billing activities as needed Create/update process documentation as needed Support initiatives within Services Operations Job Designation Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation) Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law. What you bring Basic Bachelors Degree or equivalent experience 2+ years of relevant operational experience in SaaS organizations Experience with G-Suite tools including Google Sheets, Google Docs, Gmail or equivalent Fluent English to work in an international operation daily Preferred Experience with Salesforce / Certinia Experience with Excel Highly collaborative working style Ability to work independently on day to day tasks Experience working with remote teams Must be a self-starter and has the ability to creatively problem solve Strong organizational and time management skills Curiousity, and a drive to dig in Excellent written and verbal communication skills Adjusts to ambiguity in a dynamic environment Life at Docusign Working here Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live. Accommodation Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at for assistance. Applicant and Candidate Privacy Notice #LI-Hybrid #LI-LB3Basic Bachelors Degree or equivalent experience 2+ years of relevant operational experience in SaaS organizations Experience with G-Suite tools including Google Sheets, Google Docs, Gmail or equivalent Fluent English to work in an international operation daily Preferred Experience with Salesforce / Certinia Experience with Excel Highly collaborative working style Ability to work independently on day to day tasks Experience working with remote teams Must be a self-starter and has the ability to creatively problem solve Strong organizational and time management skills Curiousity, and a drive to dig in Excellent written and verbal communication skills Adjusts to ambiguity in a dynamic environmentThe Service Operations Analyst will work closely with our Services team to drive operational excellence to achieve the organization’s financial goals. Your responsibilities include daily operations within the Quote to Cash function utilizing Certinia and Salesforce. Critical components of this job include sales contract review, project operations and case management. This position will require great attention to detail and the ability to deliver results under deadlines. This role collaborates closely with Sales, Revenue, Services Delivery and the wider Operations team. This position is an individual contributor reporting to the Manager, Services Operations. Responsibility Manage cases, reporting and analytics, and process improvements Perform project reviews and adjustments in our PSA system Investigate and resolve issues related to orders, projects and time entry Support Billing activities as needed Create/update process documentation as needed Support initiatives within Services Operations