About the job
For over two decades, Smartsheet has been a driving force in helping individuals and teams accomplish anything they set their minds to. Our innovative work management solutions are designed to streamline processes, empower teams to automate tedious tasks, and uncover valuable insights. At Smartsheet, we foster an environment where creativity flourishes, allowing you to think big, take meaningful action, and unlock the transformative work that matters most. When challenges intersect with purpose and passion translates into progress, that’s where the real magic happens—and that’s what we strive for every day.
We are currently on the lookout for a Senior Services Operations Analyst who will act as a key individual contributor and subject matter expert focused on the operational integrity, scalability, and governance of our Professional Services division. This pivotal role encompasses leadership responsibilities across Services Operations by managing complex operational areas, spearheading cross-functional initiatives, and serving as the go-to expert for Statement of Work (SOW) creation, redlining, and template governance.
This position reports to the Senior Manager of Services Operations (US). The role is eligible for remote work, but candidates must reside in Costa Rica.
Key Responsibilities
Statement of Work (SOW) Ownership & Governance
- Lead as the primary owner and subject matter expert for Professional Services SOWs, overseeing their creation, redlining, review, and operational approval.
- Collaborate with Sales, Legal, Finance, and Professional Services leadership to ensure SOWs are operationally robust, deliverable, and compliant with revenue recognition and delivery standards.
- Identify and mitigate operational, financial, and delivery risks during SOW reviews, ensuring clarity around scope, assumptions, dependencies, milestones, and acceptance criteria.
- Maintain and refine SOW templates, content libraries, and standard clauses to ensure uniformity, compliance, and scalability across service offerings.
- Drive ongoing enhancements of SOW structures, language, and processes to minimize friction, reduce cycle times, and prevent downstream delivery challenges.
- Act as an escalation point for intricate or non-standard SOWs, including custom delivery models and unique scenarios.
Operational Ownership & Subject Matter Expertise
- Serve as a trusted expert in Professional Services Operations, covering PSA tooling, project intake, setup, billing readiness, forecasting, and delivery governance.
- Provide operational leadership and decision-making support to stakeholders lacking formal authority.
- Act as an escalation point for complex operational issues that impact service delivery, revenue, or customer outcomes.

