Expert Services Business Analyst at SailPoint

| Austin
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This position on SailPoint’s Global Expert Services team will be responsible for day to day operational success of reporting and queue management oversight of our global and cross product expert services team.  These responsibilities will include monitoring key metrics across products and geos, proactive management of expert services request queues, and interacting with both management and technical team members to ensure a world-class client experience. There is a unique opportunity for growth in the expanding team and we seek someone to contribute a fresh outlook and energy towards a blended product structure.

 

Responsibilities: 

  • Ensure that Expert Services management team is updated on potential and active escalations.
  • Manage Expert Services ticket queue with a focus on accountability and productivity
  • Ensure adherence to internal processes including weekly status reporting, team forecasting, and regular updates to client requests
  • Work with technical team to ensure client requests are progressing in a timely fashion
  • Work closely with engagement managers and technical team members to accurately forecast billable utilization based on current capacity vs. Expert Services backlog
  • Identify new opportunities for expanding current report on business insights to maximize client success and SailPoint revenue growth 
  • Assist in defining the escalation process of Expert Services cases

 

Requirements: 

  • 1-2+ years of professional work experience, project management is a plus
  • Excellent organizational skills and attention to detail
  • Excellent communication skills and ability to work with global cross-functional teams
  • Experience with Project Management duties (project planning, resource management, schedule and status, documentation) 
  • Experience managing multiple projects
  • Experience in an operations organization a plus 
  • Familiarity with the following technologies a plus: Zendesk, Salesforce, Tenrox, SpringCM

Education: 

Bachelor’s degree or equivalent work experience

Travel: >5%

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

11120 Four Points Drive, Austin, TX 78726

What are SailPoint Perks + Benefits

SailPoint Benefits Overview

Experience a Small-company Atmosphere with Big-company Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Diversity
Documented equal pay policy
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Acme Co. hosts company outings Annually.
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
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