Business Operations, Associate Specialist

Summary

役職について

プロフェッショナルサービス事業運営スペシャリストは、サービス組織の円滑かつ効率的な運営を確保する上で重要な役割を担います。このダイナミックなポジションでは、プロジェクト管理、業務サポート、契約管理、プロセス改善の推進に注力していただきます。協働的なチーム環境で活躍し、継続的な学習と成長に情熱を持つ、エネルギッシュな人材を求めています。ガイドワイアジャパンオフィスで勤務し、プロフェッショナルサービス事業運営マネージャーに報告します。

About the role
The Professional Services Business Operations Specialist plays a vital role in ensuring the smooth and efficient operation of the Services organization. In this dynamic position, you will focus on project administration, operational support, contract management, and driving process improvements. We are looking for an energetic individual who thrives in a collaborative team environment and is passionate about continuous learning and growth. You will be working in the Guidewire Japan office and will report to the Professional Services Business Operations Manager.

Job Description

職務内容

• Salesforceケースを通じて社内顧客の問い合わせに対応し、最高水準のサポートを提供します。
• 複数の時間的制約のあるケースを効率的に優先順位付けし、同時に管理します。
• 標準取引およびカスタム取引の両方について、販売および契約書類（作業明細書、作業指示書、変更指示書、提案書、RFI、見積書など）の作成、レビュー、承認を行い、Guidewireのポリシーへの準拠を確保します。
• グローバルフィールドコンサルタントの請求書発行および月末決済プロセスを支援する。
• リソース割り当て、経費、出張規定、その他の業務関連事項に関する従業員の問い合わせに対応し解決する。
• プロフェッショナルサービス自動化（PSA）ツール内でのプロジェクト設定、進捗管理、保守を支援する。
• 主要ステークホルダー（プロフェッショナルサービス、財務、法務）と部門横断的に連携し、顧客料金や請求の不一致を迅速に解決または承認する。
• 顧客向け年間料金改定通知を作成・管理し、必要に応じて最新料金を内部システムに反映する。
• 組織効率向上のためのプロセス改善を主導し実施する。

必要なスキルと経験

• 技術サービス運用またはプロフェッショナルサービスにおける3～5年の総合経験。
• 日本語と英語の両方における高い能力（会話・文書作成）。
• 請求書発行、課金、および／または財務分析に関する一定の知識。
• プロジェクト設定の詳細（例：料金、開始日・終了日、経費規定など）に関する契約文言を読み解く能力が必須。
• 基本的なプロジェクト管理経験（目標設定、進捗管理、状況報告、マイルストーン達成など）。
• 基本的なシステム管理業務の経験。
• Salesforce.comの使用経験が望ましい。
• Google GMail、ドキュメント、スプレッドシートの熟練した操作能力。
• 優れたコミュニケーション能力と積極的な傾聴力。
• メール、チャット、電話による社内顧客との円滑な対話能力。
• 小規模チーム環境での分担業務と、監督・指示がほとんどない状況での自律的な業務の両方に対応可能であり、協調性を発揮できること。
• 細部への卓越した注意力と、強い個人責任感。
• 優れた問題解決能力、分析力、組織力。
• 月末および四半期末には、異なるタイムゾーンの顧客をサポートするため、柔軟な勤務スケジュールが必要となる場合があります。

Responsibilities

• Handle and resolve internal customer requests via Salesforce cases, providing top-tier support.
• Efficiently prioritize and manage multiple time-sensitive cases simultaneously.
• Prepare, review, and approve sales and contractual documents (e.g., Statements of Work, Work Orders, Change Orders, Proposals, RFIs, and estimates) for both standard and custom deals, ensuring compliance with Guidewire’s policies.
• Support global field consultants with invoicing and month-end billing processes.
• Address and resolve employee inquiries regarding resource assignments, expenses, travel policies, and other operational topics.
• Assist with project set-up, tracking, and maintenance within our Professional Services Automation (PSA) tool.
• Collaborate cross-functionally with key stakeholders (Professional Services, Finance, and Legal) to resolve or approve customer rates and billing discrepancies promptly.
• Create and manage customer-facing annual rate increase notifications and update internal systems with the latest rates as needed.
• Lead and implement process improvements to enhance organizational efficiency.
• 3-5 years combined experience in technical services operations or Professional Services.
• Proficiency in both Japanese and English (spoken and written).
• Some background in invoicing, billing, and/or financial analysis.
• Support global field consultants with invoicing and month-end billing processes.
• Address and resolve employee inquiries regarding resource assignments, expenses, travel policies, and other operational topics.
• Assist with project set-up, tracking, and maintenance within our Professional Services Automation (PSA) tool.
• Lead and implement process improvements to enhance organizational efficiency.
• 3-5 years combined experience in technical services operations or Professional Services.
• Proficiency in both Japanese and English (spoken and written).
• Some background in invoicing, billing, and/or financial analysis.

Required Skills And Experience

• Must be able to read and interpret contractual language with regards to project set-up details (i.e., rates, start and end dates, expense policies, etc.).
• Experience with basic project management (i.e., defining goals, tracking progress, reporting status, and meeting milestones).
• Experience with basic system administration tasks.
• Experience with Salesforce.com desired.
• Proficiency in Google GMail, Documents, and Sheets.
• Excellent communication and active listening skills.
• Comfortable talking to internal customers via email, chat, or phone.
• Ability to work both in a small team environment with shared responsibilities and independently with little or no supervision direction, while demonstrating collegiality.
• Outstanding attention to detail with a strong ethic of personal responsibility.
• Great problem-solving, analytical, and organizational skills.
• During month-end and quarter-end periods, a flexible schedule may be necessary to provide support to customers across different time zones.
• Experience with basic project management (i.e., defining goals, tracking progress, reporting status, and meeting milestones).
• Experience with basic system administration tasks.
• Experience with Salesforce.com desired.
• Proficiency in Google GMail, Documents, and Sheets.
• Excellent communication and active listening skills.
• Comfortable talking to internal customers via email, chat, or phone.

About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.

As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.

For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.

Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.