Services Operations Analyst

Location: Sao Paulo, Brazil

Department: Customer Success, Consulting & Support

Work Mode: Hybrid

About the Role

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate business processes and simplify lives through intelligent agreement management, e-signature, and contract lifecycle management (CLM). As the #1 company in these spaces, we unleash business-critical data trapped in documents, connecting it to systems of record to save time, money, and opportunity. Join our innovative culture where trust, equality, and world-changing impact drive everything we do. The Services Operations Analyst will work closely with our Services team to drive operational excellence, achieving the organization’s financial goals in our fast-paced SaaS environment. Your key responsibilities include daily operations within the Quote to Cash function, leveraging Certinia and Salesforce for sales contract review, project operations, and case management. This individual contributor role, reporting to the Manager, Services Operations, demands meticulous attention to detail and the ability to deliver results under deadlines while collaborating with Sales, Revenue, Services Delivery, and the wider Operations team. You'll manage cases, reporting, analytics, and process improvements; perform project reviews in our PSA system; investigate orders, projects, and time entry issues; support billing; and contribute to process documentation and strategic initiatives. This hybrid position requires minimum 2 days per week in-office (frequency may vary by team) with access to a Docusign office location. We're seeking a self-starter with 2+ years in SaaS operations, G-Suite fluency, and English proficiency for international collaboration. Preferred experience includes Salesforce/Certinia and Excel. Bring your curiosity, collaborative spirit, independent drive, creative problem-solving, and adaptability to ambiguity. At Docusign, you'll thrive in our dynamic, innovative culture, building trust and making the world more agreeable. #LI-Hybrid #LI-LB3

Key Responsibilities

• Manage cases, reporting, analytics, and drive process improvements within Services Operations
• Perform project reviews and adjustments in Certinia PSA system to ensure accurate project delivery
• Conduct sales contract reviews to support Quote to Cash operations
• Investigate and resolve issues related to orders, projects, and time entry
• Support billing activities and revenue recognition processes as needed
• Create and update process documentation to standardize operations
• Collaborate closely with Sales, Revenue, Services Delivery, and Operations teams
• Support strategic initiatives in Services Operations to achieve financial goals
• Deliver operational excellence with great attention to detail under tight deadlines
• Utilize Salesforce and Certinia for daily operations in intelligent agreement management ecosystem

Required Qualifications

• Bachelor’s Degree or equivalent relevant experience
• 2+ years of relevant operational experience in SaaS organizations
• Experience with G-Suite tools including Google Sheets, Google Docs, and Gmail (or equivalent)
• Fluent English skills for daily international operations
• Strong organizational and time management skills
• Ability to work independently on day-to-day tasks
• Experience working with remote, distributed teams

Preferred Qualifications

• Experience with Salesforce and Certinia (PSA)
• Proficiency with Microsoft Excel for data analysis and reporting
• Previous exposure to Quote to Cash processes in a services organization

Required Skills

• G-Suite proficiency (Sheets, Docs, Gmail)
• Salesforce and Certinia experience
• Excel for data analysis and reporting
• Quote to Cash process knowledge
• Case management and analytics
• Project operations in PSA systems
• Billing and revenue operations support
• Process documentation and improvement
• Highly collaborative working style
• Independent task execution
• Remote team collaboration
• Self-starter with creative problem-solving
• Strong organizational and time management
• Curiosity and investigative drive
• Excellent written and verbal communication
• Adaptability to ambiguity in dynamic environments

Benefits

• Comprehensive health, dental, and vision insurance
• 401(k) retirement savings plan with company match
• Unlimited PTO and flexible work arrangements
• Professional development stipend and learning opportunities
• Stock purchase plan and employee stock purchase program
• Parental leave and family planning benefits
• Wellness programs including mental health support
• Volunteer time off and community impact programs
• Hybrid work model with collaborative office spaces

DocuSign is an Equal Opportunity Employer.