Candescent is a forward-thinking technology company transforming how financial institutions deliver Intelligent Banking experiences. We unite digital banking, account opening, and branch solutions that power and connect digital banking, account opening, and branch solutions—creating seamless engagement across digital, remote, and in-person channels.
Our Experience-Led, Intelligence-Driven approach combines human-centered design with data, automation, and cloud-based innovation. Built on an API-first architecture, our extensible ecosystem enables institutions to adapt quickly, integrate easily, and unlock new opportunities for growth—turning every customer interaction into a moment of clarity, confidence, and connection.
Position Summary
The Senior Business Operations Analyst, Professional Services is responsible for the operational processes that support the Professional Services business from commercial intake through project creation, financial forecasting, milestone management, and billing readiness. The role connects Professional Services, Sales, Finance, Business Operations, and Tools Engineering to ensure that engagements move cleanly from statement of work and commercial intake into Salesforce, Smartsheet, NetSuite, and downstream financial processes.
This position combines hands-on operational responsibility with business analysis and continuous improvement. The successful candidate will maintain business continuity while simplifying, standardizing, and automating manual processes. The long-term objective is to own process integrity, data quality, controls, exceptions, and improvement rather than merely processing transactions.
Essential Duties and Responsibilities
Commercial Operations
- Coordinate the operational lifecycle of Professional Services statements of work, work orders, change requests, quotes, and related commercial requests.
- Review incoming requests for completeness and route work to the appropriate business, technical, legal, or subject-matter experts.
- Track requests through completion and proactively resolve stalled or incomplete work.
- Maintain pricing worksheets, commercial assumptions, annual uplifts, support-window pricing, and standardized pricing models.
- Preserve traceability between commercial documents, approvals, opportunities, and resulting projects.
Project Setup and Operational Readiness
- Validate required project and financial information before project creation.
- Create or coordinate project setup in NetSuite, including project records, tasks, milestones, charge rules, and required financial attributes.
- Validate handoffs among Salesforce, Smartsheet, NetSuite, and related systems.
- Coordinate exceptions when automated project creation or system integration fails.
- Confirm each engagement is operationally ready before delivery work begins.
Project Financial and Milestone Operations
- Monitor contractual, delivery, and billing milestones.
- Work with Project Managers to validate milestone completion and estimated completion dates.
- Ensure completed milestones are accurately reflected in NetSuite and downstream billing processes, including Zuora.
- Identify overdue, at-risk, incomplete, or inconsistent milestones and coordinate corrective action.
- Support reconciliation between project, financial, billing, and forecasting systems.
Revenue Forecasting and Reporting
- Conduct recurring forecast reviews with Project Managers and validate projected milestone completion dates.
- Identify changes that may affect revenue timing, billing readiness, or delivery commitments.
- Maintain accurate forecast information in the designated system of record and provide Finance with timely visibility.
- Develop and maintain reporting for overdue milestones, forecast movement, billing risk, data quality, and workflow exceptions.
- Investigate and resolve unexplained differences among project forecasts, NetSuite milestones, and billing activity.
Professional Services Intake
- Validate incoming opportunities, purchase orders, and commercial documentation before downstream processing.
- Coordinate project manager assignment and operational handoffs where required.
- Ensure appropriate Salesforce records exist and monitor project provisioning into Smartsheet and NetSuite.
- Maintain clear ownership across Sales, Business Operations, Professional Services, Finance, and Tools Engineering.
Purchase Order and Vendor Administration
- Coordinate purchase-order requests associated with Professional Services engagements.
- Validate approved amounts against commercial documentation and provide required PO information to vendors.
- Maintain visibility into vendor-related project costs and partner with Finance and Procurement to streamline recurring purchasing.
Process Governance and Automation
- Maintain current standard operating procedures, process maps, controls, business rules, and exception-handling guidance.
- Define and reinforce systems of record and data ownership for critical operational information.
- Translate operational problems into business requirements, user stories, acceptance criteria, and prioritized automation opportunities.
- Partner with Tools Engineering on Salesforce, Smartsheet, NetSuite, Power BI, integration, and workflow improvements.
- Participate in user acceptance testing, release validation, adoption, and post-implementation measurement.
- Reduce duplicate entry, spreadsheets, manual reconciliation, and person-dependent knowledge.
Required Qualifications
- Bachelor's degree in Business, Finance, Accounting, Information Systems, Operations, or a related field, or equivalent relevant experience.
- Five or more years of experience in Business Operations, Professional Services Operations, Finance Operations, Sales Operations, Business Analysis, or a related discipline.
- Experience supporting Professional Services project lifecycles, including SOWs, project setup, milestones, revenue forecasting, pricing, and billing processes.
- Demonstrated ability to reconcile data across enterprise systems and resolve operational inconsistencies.
- Strong requirements gathering, process mapping, documentation, analytical, and stakeholder-management skills.
- Ability to independently manage multiple operational workstreams and communicate effectively with Project Managers, Sales, Finance, Engineering, and senior leaders.
Preferred Qualifications
- Experience with NetSuite project management, project accounting, milestones, charge rules, or billing.
- Experience with Salesforce, Smartsheet, Zuora, Power BI, SharePoint, and advanced Microsoft Excel.
- Experience with Professional Services Automation platforms, workflow automation, system integrations, and user acceptance testing.
- Experience creating operational controls, exception reporting, and process performance metrics.
Statement to Third Party Agencies
To ALL recruitment agencies: Candescent only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, Candescent employees, or any Candescent facility. Candescent is not responsible for any fees or charges associated with unsolicited resumes.
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