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Legal Operations Shared Services Analyst

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Job Details

The Salesforce Legal Ops 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 upwards of 30,000 cases per year in support of our Legal and Corporate Affairs teams.

The Legal Ops Shared Services Analyst will execute a variety of services that enable each of the 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 and systems to free up attorney time and improve quality of the department’s work product. Reporting to the Legal Ops Shared Services Senior Manager, 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 will have had demonstrated meaningful contribution to a well structured global Shared Services Organization. They must be curious about how their responsibilities play into Salesforce’s ultimate goals, passionate about driving customer satisfaction, and enthusiastic about their processes and tools.

Primary Responsibilities

  • Complete daily case related tasks that are a part of the team’s varied service portfolio by developing a knowledge of technology and business processes used to execute those services.
  • Troubleshoot, train and effectively communicate benefits of systems, optimal use, and resources available to internal clients.
  • Lead your peers on a subset of tasks by understanding business objectives that drive the work, and monitoring the team’s performance through creation and interpretation of reports and dashboards.
  • Partner with businesses we support by sharing data insights, and collaborating cross functionally to implement agreed upon improvements.
  • Flex between between services as priorities change.
  • Provide project status reporting, both at a high level and detailed.
  • Actively contribute to the team by sharing skills and ideas.

Required Skills/Experience

  • Five or more years' of work experience in operations and/or technology services roles in a corporate law department or law firm.
  • Multiple examples of proven reliable delivery of time-sensitive business-critical services.
  • Strong customer-service orientation toward internal clients and external customers.
  • Experience creating dashboards and reports, and ability to apply insights to inform business decision-making.
  • Outstanding oral and written communication skills; able to communicate effectively.
  • Demonstrated diligence, organisation, attention-to-detail and follow-through skills.
  • Drive cross functional projects against string deadlines.
  • High level of professionalism; handle sensitive/confidential information with appropriate care.
  • Must be able to work in a fast paced, deadline driven environment.
  • Strong teamwork and interpersonal skills.
  • Expert user-level aptitude in Microsoft Office Suite and Apttus CLM required.
  • Experience with the Salesforce platform, specifically Sales Cloud and Service Cloud is plus.
  • Required: Bachelor degree

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