Operations Analyst 

The Operations Analyst will assist with vendor management and customer billing by working closely with the internal Project Management teams, Technical Account Management teams, Services Accounting, and SHI’s subcontractor network. They will work to improve processes, ensure process consistency, and ensure service projects are billed accurately and on time. The Analyst will also extract, analyze, and process billing data to generate customer invoices.

This position reports to the Director of Customer Experience and is required to report to the Austin, TX office location as determined by SHI management.  

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours. 

Include but not limited to: 

• Manage and process all billing/invoicing for the Services organization (from receipt of subcontractor invoice to customer invoicing)  
• Order entry and monitoring in billing internal systems and ticketing queues to ensure work is completed in a timely manner (SLAs)  
• Audit and analyze customer billing data sets submitted by Project Managers to generate and process customer invoices, as well as receive subcontractor invoices and review them for accuracy. 
• Coordinate and collaborate with internal and external customers to research and resolve billing/invoicing issues and revisions. 
• Handle requests from internal teams for status updates on customer invoices. 
• Act as a subject matter expert (SME) for Services billing activities. 
• Analyze existing processes to create and document improvements in efficiency.  

• 2+ years of professional experience in managed services billing or project management/coordination  
• 1+ years of professional experience using Microsoft Office applications 

• Organized, detail-focused, task-oriented mindset along with strong written and oral communication skills  
• Ability to effectively prioritize and manage workload, and raise escalations to management, as needed  
• Knowledgeable of Microsoft Office applications, including intermediate Excel skills  
• Basic Knowledge of Project Management tools and processes  
• Ability to multitask efficiently, including the ability to focus and regain focus after interruptions  
• Ability to own issues from identification to resolution 
• Ability to evaluate and improve a process (e.g., documentation) and analyze data  

Preferred Skills:

• Autotask by Datto  
• Airtable  
• Database Applications  
• Billing Software  
• Microsoft SharePoint

• Up to 10% travel required for customers, training and corporate events

• The estimated annual pay range for this position is $50,000 - $75,000 which includes a base salary and commission. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
• Equal Employment Opportunity – M/F/Disability/Protected Veteran Status.