Services Operations Analyst

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday.

Smartsheet is seeking a Services Operations Analyst to independently own defined areas of Professional Services Operations while supporting broader operational initiatives led by senior team members. This role operates with moderate autonomy, handles complex operational work, and serves as a go-to resource for standard-to-semi-complex scenarios, while escalating highly complex or non-standard issues to the Sr. Services Operations Analyst or Manager.

This role is an individual contributor and reports to the Sr. Manager, Services Operations (US).

What you will do

Independent Operational Ownership

• Independently manage assigned operational workflows within Professional Services Operations, such as intake processing, project setup, assignment management, or billing readiness

• Execute and validate complex project configurations to ensure accuracy and compliance with contractual and delivery requirements

• Act as a point of contact for operational questions related to owned areas

Statement of Work (SOW) Execution & Review

• Create and process Statements of Work using approved templates and guidelines

• Review SOWs for completeness, clarity, and operational feasibility, escalating non-standard language, redlines, or risk areas as needed

• Support contract revisions and updates by incorporating approved changes into SOWs

Cross-Functional Collaboration

• Partner with Sales, Professional Services, Finance, and Legal to support services deal execution and operational readiness

• Coordinate handoffs and follow-ups to ensure timely project kickoff and billing enablement

Reporting & Data Quality

• Generate and maintain operational reports related to project status, utilization, forecasting, and billing

• Monitor data quality within PSA systems and proactively resolve discrepancies within owned workflows

• Surface trends or recurring issues to senior team members

Process Improvement & Documentation

• Maintain and update SOPs, job aids, and process documentation for owned operational areas

• Identify opportunities to improve efficiency, reduce errors, and improve scalability

• Support rollout and adoption of process changes and system enhancements

What You Bring

• 4–6 years of experience in Professional Services Operations, Business Operations, or a related role

• Experience creating and managing Statements of Work using standard templates

• Solid understanding of Professional Services delivery models and PSA systems

• Ability to independently manage complex operational tasks within defined frameworks

• Strong attention to detail with the ability to identify and escalate risk appropriately

• Comfortable partnering cross-functionally to drive execution

• Excellent written and verbal communication skills

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members

• Monthly stipend to support your work and productivity

• Asociacion Solidarista with employee and employer contributions, as well as potential alliances with entities such as universities, gyms, etc.

• 12 days paid Vacation + Flexible Time Away Program

• 20 weeks fully paid Maternity Leave

• 12 weeks fully paid Paternity/Adoption Leave

• Personal paid Volunteer Day to support our community

• Opportunities for professional growth and development, including access to Udemy online courses

• Company Funded Perks, including a counseling membership and your own personal Smartsheet account

• Teleworking options from any registered location in Costa Rica (role-specific).

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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