Operations Analyst, Client Support
Blackboard - Phoenix, AZ

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Client Support Operations Analyst

Phoenix , AZ

Blackboard is helping education leaders enhance every aspect of the teaching and learning experience. Blackboard’s broad reach covers our traditional, market-leading e-Learning solutions, in addition to mass notification, campus security, and commerce. We are dedicated to fostering a culture of lifelong education and growth. Across courses, campuses, organizations, companies, government agencies, and communities, Blackboard is powering the educational age around the globe.

Blackboard Transact ™ is an integrated technology platform that helps improve the student experience and campus safety, while helping streamline business operations and increasing revenue. The Blackboard Transact platform includes capabilities within two integrated modules:
  • Commerce Management : facilitates campus ID card issuance, cashless payment processing, account management and reporting on-campus, off-campus, and online.

  • Security Management : monitors all campus activity using integrated door access control, video surveillance and mass notification capabilities.

For more information about Blackboard and our career opportunities, please visit www.blackboard.com .


The Client Services Operations Analyst provides operational, analytical and quality support services to the Client Services team. In addition, this position actively contributes to a growing knowledge network that improves the effectiveness of our teams and the information available to our clients.
  • Support the development of metrics to measure, analyze, and recommend improvement strategies on operational processes to include productivity models, resource allocation models, metrics and measures.

  • Present findings to Client Services Management regarding key activities, trends, and measures affecting this business and our customers.

  • Provide process and reporting analysis to support the management team in decision making.

  • Develops technical support processes around 3 rd party support.

  • Create and publish technical support knowledgebase articles.

  • Create, review and reconcile sales orders to ensure accuracy between the customer purchase order(s) and contractual agreement(s).

  • Receive, review and setup new projects in Primavera Evolve

  • Work closely with the Finance Operations group to ensure invoicing is completed in a timely basis

  • Research customer disputes and provide necessary backup to support invoicing

  • Provide reporting to Consulting management to determine profitability, project statuses and projected invoicing

  • Other duties as assigned.

  • Education: Bachelors degree. Business, Communications, or MIS preferred.

  • Experience: One year of experience in Sales or Client Services Operations

  • Clerical and mathematical experience.

  • Skills: Strong computer, financial, communication and analytical skills. Experience with Microsoft Excel is a must.

  • Knowledge/Abilities: Ability to collect and assess data. Works with minimal supervision and has the ability to make decisions and solve complex problems.

  • Strong organizational and multi-tasking skills are essential.

  • Strong interpersonal skills.

Desired Qualifications:
  • Advanced Excel and Power Pivot

  • Experience with Report Development


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Chalk up Blackboard's success to the Internet. Blackboard develops software that lets schools create Internet-based learning programs...