Senior Analyst - CX Operations

Location IN-KA-Bangalore
ID 2026-9785
Position Type
Full-Time
Employee Type
Regular
Location Type
Remote

The Company

Serving the People Who Serve the People

 

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

 

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.


Want to know more? See more of what we do here.

Job Summary

We are seeking a detail‑oriented CX Operations Senior Analyst to drive operational enablement, process excellence, and cross‑functional coordination across the Implementation team. This individual contributor role manages core operational reporting, supports Wrike administration, and drives workflow and documentation improvements.
The role also maintains documentation standards in Confluence and SharePoint, improves reporting and intake workflows, and provides leadership‑ready insights for informed decision making.
 Success in this role requires strong stakeholder communication, meticulous operational execution, and a solid understanding of core B2B financial concepts to ensure operational accuracy and alignment with business outcomes.

Job Info
• Shift work required
• Remote - INDIA

 

What Your Impact Will Look Like

Reporting and Analytics
• Own recurring operational reporting and publishing, ensuring accuracy across data sources and systems.
• Prepare presentation‑ready outputs and leadership‑ready insights to support informed decision making.
• Review, refine, and develop KPIs by defining metric logic, validating data integrity, and performing manual calculations when needed.
• Troubleshoot data gaps, inconsistencies, and reporting issues across systems.
• Ensure historical data accuracy, maintain reporting standards, and uphold data governance practices.

Documentation and Process Optimization
• Maintain documentation standards and structured repositories in Confluence and SharePoint.
• Document key processes and regularly audit, update, and standardize content to ensure clarity, consistency, and alignment with current practices.
• Streamline reporting and intake workflows to improve efficiency and reduce manual effort.
• Create and maintain SOPs, guidance materials, and operational documentation to support process adoption.

Systems Support and Wrike Stewardship
• Support Wrike administration, including data hygiene, queue and intake management, workflow and form updates, and routing logic adjustments.
• Lead or participate in end‑to‑end change management activities, including testing, rollout planning, training updates, and post‑launch adoption monitoring.
• Partner with Wrike Support and internal system owners to troubleshoot technical issues and resolve platform questions.
• Ensure Wrike structures and processes remain aligned with operational needs and team workflows.

Stakeholder Communication and Governance
• Act as an operational reporting and workflow subject matter resource for Implementation and CX teams.
• Present performance insights, process risks, and improvement opportunities to senior stakeholders during business reviews and strategy discussions.
• Promote adherence to reporting standards, governance protocols, and operational best practices across teams.
• Build strong cross‑functional relationships to ensure alignment and effective coordination.

Strategic and Operational Execution
• Support operational planning, business reviews, and performance tracking aligned with organizational goals.
• Translate business and process needs into clear technical requirements for Business Systems partners.
• Participate in UAT and post‑launch validation to ensure system changes meet operational expectations.
• Maintain a foundational understanding of B2B financial concepts to ensure operational accuracy and support revenue‑linked workflows.
• Support intake management and contribute to maintaining an operational improvement roadmap.

 

You Will Love This Job If You Have

Qualifications and Experience

  • 3–6 years of experience in support operations, CX/implementation operations, reporting, or business intelligence.
  • Advanced proficiency in Wrike, Salesforce, Power BI, and MS Excel, with strong data validation, transformation, and presentation skills.
  • Expertise in Balanced Scorecard methodology and KPI development, including metric definition, validation, and ongoing maintenance.
  • Strong analytical skills with exceptional attention to detail, data accuracy, and historical data integrity.
  • Proven experience preparing efficiency, utilization, and performance reports for senior audiences.
  • Excellent documentation and process mapping capabilities, with hands‑on experience maintaining repositories in Confluence and SharePoint.
  • Strong communication skills with the ability to present insights to senior leadership and influence decisions without authority.
  • Ability to work independently, prioritize tasks, and manage multiple projects simultaneously in a fast‑paced environment.

Tooling and Systems

  • Practical experience with Wrike (or similar work/project management platforms) including data hygiene, queue and intake management, workflow/form updates, and basic routing logic.
  • Exposure to change management activities (testing, rollout planning, training updates, and post‑launch adoption monitoring).
  • Experience partnering with Wrike Support or internal system owners to troubleshoot issues and resolve platform questions.
  • Familiarity with translating business/process needs into clear technical requirements and participating in UAT.

Process and Governance

  • Demonstrated ability to create and operationalize SOPs, reporting standards, and governance practices.
  • Experience streamlining reporting and intake workflows to improve efficiency and reduce manual effort.
  • Comfortable supporting operational intake and contributing to an improvement roadmap across cross‑functional stakeholders.

Financial Understanding

  • Foundational understanding of core B2B financial concepts and how operational activities impact financial correctness and revenue‑linked outcomes.

Nice to Have

  • Experience with utilization/capacity concepts in services or implementation environments.
  • Experience creating dashboards (Power BI or similar) and reports.
  • Familiarity with basic data governance frameworks and quality controls.

 

About Us

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

 

Security and Privacy Requirements

  • Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
  • Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

 

The Team

  • We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

 

The Culture

  • At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
    a part of our journey.
  • A few culture highlights include – Employee Resource Groups to encourage diverse voices
  • Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
    sometimes difficult issues ranging from mental health to work-life balance and current affairs.
  • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
  • We bring in special guests from time to time to discuss issues that impact our employee
    population

The Impact

  • We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

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