Join a growing, dynamic, and innovative team that has established itself as the market leader in Intellectual Property management solutions. ANAQUA provides Intellectual Asset Management Software and Services to help companies and law firms improve their management of their IP portfolios to gain a competitive advantage. A primarily web-based product, ANAQUA has over 20,000 users with an ever-growing client base, including global leaders such as Microsoft, The Coca-Cola Company, British American Tobacco, Diageo, and NXP Semiconductors.

With a combination of adaptive software, great people and a proven implementation methodology, Anaqua partners with its clients to build global capabilities that integrate workflows and web-based collaboration across the IP lifecycle. Anaqua is committed to 100% client satisfaction.

Position Overview

We are seeking a highly skilled, versatile operations professional to join our team as Specialist – Business Operations & Reporting for our Legal Support Services (LSS) team at Gurugram office.

You’ll Love This Job If You Like To

Zendesk Administration & Workflow Management:
- Configure and maintain Zendesk for efficient email-to-ticket conversion and workflow automation.
- Set up and manage ticket routing rules, macros, triggers, and automations to streamline operations.
- Develop and maintain Zendesk pre-configurations for new workflows and client onboarding.
- Monitor and optimize ticket lifecycle management, ensuring SLA compliance and timely resolution.
- Implement custom views, dashboards, and reporting for operational insights.
- Troubleshoot technical issues related to Zendesk workflows and provide solutions proactively
- Collaborate with cross-functional teams to align Zendesk workflows with business objectives.
Utilize advanced Excel skills, including macro writing, to automate and streamline operational processes.
Leverage MS Office tools (Excel, Word, PowerPoint, Outlook) for reporting, documentation, and communication.
Use Power BI for data visualization and dashboard creation; preference will be given to candidates with hands-on experience.
Apply logical thinking and analytical skills to solve operational challenges and improve workflows.
Coordinate with internal stakeholders across departments to gather, validate, and analyze operational data.
Conduct data analysis to identify trends, inefficiencies, and opportunities for process improvement.
Support the development and maintenance of operational reports and performance metrics.
Assist in preparing presentations and reports for senior management based on data insights.
Participate in cross-functional projects and contribute to strategic initiatives.
Ensure data accuracy and integrity in all reporting and analytics activities.
Maintain documentation of processes and standard operating procedures (SOPs).
Continuously seek opportunities to enhance operational efficiency and effectiveness.

Required Skills & Qualifications

Hands-on experience with Zendesk administration, including triggers, macros, routing, and automation.
Familiarity with email-to-ticket workflows and Zendesk pre-configuration.
Strong analytical and problem-solving skills with attention to detail.
Excellent communication and documentation skills.
Technical background (IT, Computer Science, or related field) is a plus.
Advanced proficiency in Microsoft Excel, including macro writing and automation techniques.
Strong working knowledge of MS Office tools (Word, PowerPoint, Outlook) for documentation and reporting.
Hands-on experience with Power BI for data modeling, visualization, and dashboard creation is preferred.
Detail-oriented with excellent communication and documentation skills.
Certification in Power BI or Data Analytics (e.g., Microsoft Certified: Power BI Data Analyst Associate) is a plus

Anaqua

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Specialist – Business Operations & Reporting