Citrix Systems Inc. Shared Services Operations Support Analyst in United States

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!




R7504 Shared Services Operations Support Analyst (Open)

Job Posting Title:

Shared Services Operations Support Analyst

Job Description:

  • Objective of Position

The Services Operations Lead works proactively with our internal customers and in close connection with the Services Operations,Procurement, Accounts Payable, Accounts Receivable, Payroll and Travelto:

  • Support Ireland co-workers as they need to interface with Shared Services.

  • Support local efforts/ projects related to delivery of goods and services

  • Be key liason to understand and resolve in country operational issues related to Shared Services

  • Provide 1st level support for the Shared Services Organization (SSO) Helpdesk on systems (Ariba, Concur, CVent, etc.), company policies and SSO procedures.

  • Principal Responsibilities

  • Proactively connects with internal customers to gain an understanding of their needs and ensure they understand and find full value of our systems, tools, policies, and processes

  • Performs ongoing analysis of customer engagement and takes the necessary measures to increase system usage and adoption – target to reduce the overall ticket count

  • Effectively communicates during phone and web interactions regarding trainings, support requests, and process training

  • Works with internal customers to successfully reduce time to use and benefit from tools and processes

  • Proactively connects with internal customers through lifecycle of resolution support and follows up when the issue is resolved

  • Develops strong relationships with internal customers, vendors and co-workers

  • Maintains effective communication with Shared Services Operations and Corporate Card Administration

  • Maintains an understanding of internal customer requirements and strives for maximum customer satisfaction

  • Conducts phones calls, writes emails, follows up on tickets and analyzes data to evaluate possible improvements on existing processes and systems

  • Applies basic understanding of internal tools for documentation and reporting requirements; runs standard reports with minimal guidance

  • Physically and/or electronically participate in, support and prepare for annual and semi-annual audits in Costa Rica

  • Review PRs and POs to ensure compliance with Procurement’s guidelines and verifies that listed purchasing credentials match the intended purchasing credentials (GL, Cost Center, Address, taxation, etc.)

  • Provide quarterly review of local entity with local team (Facilities Manager, Receptionist, Site Manager and Site Director)

  • Main Point of Contact for the Shared Services and Accounting organizations for the Ireland entity; handle escalations and general Shared Services inquiries (including Procurement and AP)

  • Provide consistent training to permanent and temporary employees on SSO and Finance/Accounting tools, policies and processes

Responsible for maintaining guidelines (such as our internal Frequently Asked Questions (FAQ) sheet) on operating within Costa Rica; provide timely responses to inquiries about these guidelines

  • Provide white glove service as required to promote adoption of shared services SaaS tools and processes

  • Provide reporting from various systems

  • Ability to work in and monitor Service now queues as well as necessary.

  • Monitor Slack Channels and respond to end users via Slack Channel, instant message, email or phone call.

  • Other Duties and Responsibilities

  • May conduct system-specific training for internal customers or team members

  • May participate in testing of both new and existing products related to the areas supported

  • Participate in testing of upgrades and SaaS system (Ariba, Concur, Fieldglass).

  • Documents support topics and builds a knowledge database

  • Completes other duties as assigned

  • Supervisory Responsibilities

  • None at this Time

  • Knowledge and Skills

  • Customer-focused – what we do revolves around the customer!

  • Past experience in global or multi-national support role, working queues and directly communicating with international teams

  • Strong verbal and written communication skills

  • Bachelor’s degree or equivalent is preferred

  • 2-4 years’ experience providing administrative support or helpdesk experience

  • 1-2 years’ experience providing administrative support in an office setting

  • Tech-savvy, personable with natural problem solving abilities

  • Ability to be a team-player and willing to work with others toward common goals

  • Has a keen interest in Software-as-a-Service (SaaS)

  • Strong presentation/demonstration skills, effectively working directly with prospects, clients, and account executives

  • Demonstrated ability to manage a high volume of activities with varying priorities

  • Demonstrated discretion and ability to work with confidential information

  • Can perform day-to-day work with minimal supervision, and new and/or complex assignments with more detailed direction

  • Strong internal customer relationship skills; ability to penetrate, grow and retain accounts, build relationships and quickly spot, and communicate a resolution for, potential issues

  • English-speaking proficiency is required; bilingual (Spanish) skills are a plus

  • Proficiency using Microsoft Office (Word, Excel, Outlook)

  • Experience with SaaS solutions Concur, Ariba, or Workday, etc.

  • Experience understanding and communicating corporate policies preferred (Travel & Expense, Corporate Credit Card, etc.)

  • Fast learner

  • Highly collaborative, innovative and results-driven

  • Competencies

  • Accountability: Performs duties with timeliness, dependability and punctuality of shift start times and scheduled breaks; holds self-accountable for keeping commitments and delivering the best possible performance; works well independently; takes initiative to prioritize and complete assigned tasks

  • Authenticity: Shows a genuine, accessible and caring personality that builds trust, mutual support and credibility; listens, exhibits humility and gauges approachability of others; maintains composure and is able to be respectful and straightforward with others; develops trusting relationships; takes full responsibility for self; respects the confidentiality of the information they acquire, maintain, and use in their job, and personally disengages from it

  • Communication: Communicates clearly and concisely; ensures that communication channels are open and that information and ideas are flowing in all appropriate directions; listens, asks for and uses input

  • Excellence Orientation: Strives to be the best that one can be and maximizes one's own potential in helping Citrix succeed; exhibits resilience, persistence, tenacity and a continuous mindset for improvement

  • Teamwork: Collaborates with others, exhibits cooperativeness; participates in and supports effective conflict resolution

Functional Area:

General Accounting

About us:

Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we’re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You’ll enjoy our workstyle within an incredible culture. We’ll give you all the tools you need to succeed so you can grow and develop with us.

If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

Citrix (NASDAQ:CTXS) is leading the transition to software-defining the workplace, uniting virtualization, mobility management, networking and SaaS solutions to enable new ways for businesses and people to work better. Citrix solutions power business mobility through secure, mobile workspaces that provide people with instant access to apps, desktops, data and communications on any device, over any network and cloud. With annual revenue in 2014 of $3.14 billion, Citrix solutions are in use at more than 330,000 organizations and by over 100 million users globally. Learn more at