Service Operations Associate

About CyberArk:

CyberArk (NASDAQ: CYBR) is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets.

Job Summary:

The Service Operations Associate provides user access and resource scheduling support to CyberArk customers and partners. This position contributes to a positive experience for customers and partners during the onboarding phase of their lifecycle. The Service Operations Associate works closely with Service Operations in Customer Success to achieve operational excellence through standard policies, procedures, and business controls, driving efficiency and productivity of business operations. The Service Operations Associate collaborates with Sales, IT, Security Services, Success Management, Customer Support, and Revenue Operations teams to ensure requests are fulfilled promptly and with high quality. The Service Operations Associate reports to the Revenue Operations Core Services Senior Manager.

Responsibilities:

• Support user access provisioning requests for technical and partner communities, ensuring timely response and accurate completion.
• Troubleshoot user login and functional issues until resolution.
• Fulfill resource scheduling requests for Security Services engagements, including but not limited to creating/updating resource requests, tracking availabilities, confirming engagement dates and times with customers and partners, and creating/updating resource assignments.
• Collaborate with internal and external stakeholders to prioritize requests based on business needs.
• Triage and escalate user access and resource scheduling requests to other team members based on defined SLAs.
• Assist the manager in conducting user access and resource scheduling review processes to ensure policy compliance.
• Assist initiatives to provide continuous improvements and scale with volume growth.
• Adhere to standard operating procedures and runbook to ensure consistency of quality and operational excellence.

Qualifications:

• Bachelor’s degree.
• Professional experience (3 years+) in a customer support role.
• Ability to work independently and prioritize requests by business goals in dynamic and fast-paced working environments.
• Ability to collaborate and communicate effectively with multiple departments within the organization.
• Highly organized, responsive, and energetic.
• Excellent English skills, including verbal and written communication.
• Working knowledge of Salesforce and FinancialForce software preferred
• Familiarity with resource allocation and scheduling experience is a plus.
• Customer First: Constantly strive to understand our customers and their needs from the perspective of the Service Operations, providing excellent customer experience and operational excellence.