Delivery Operations Analyst

Monitor and manage all incoming requests in Freshservice across ticket types (incidents, solution requests, change requests) 

Evaluate new requests against team capacity, priority, and strategic alignment before assignment 

Route work to the appropriate team member based on skill, workload, and urgency 

Communicate triage decisions and timelines back to requesters 

Hold regular touchpoints with key business stakeholders (RevOps, Finance, CS, etc.) to stay current on their priorities, upcoming needs, and satisfaction with delivery 

Maintain a clear view of team capacity 

Partner with the Director to balance workload and avoid over-commitment 

Surface resource gaps or conflicts early and recommend adjustments 

Coordinate change management windows and ECT releases in alignment with the established release cadence 

Own the creation and publication of release notes for each sprint cycle — summarizing what shipped, what changed, and what stakeholders need to know 

Submit and track change records in Freshservice; ensure release process compliance 

Own the escalation process for off-cycle deployments — evaluate urgency and impact, coordinate approvals, and manage communication to stakeholders and the Director when work needs to move outside the standard release cadence 

Own and continuously improve the Freshservice workflows, automators, and ticket intake processes that route and manage ECT work 

Own team documentation in Confluence as the primary accountable party — ensuring all operational processes, team policies, and delivered solutions are documented, current, and accessible; proactively identify and close documentation gaps after each sprint or change 

Identify bottlenecks in the intake-to-delivery flow and propose improvements 

Incoming requests are triaged and assigned — nothing sits unacknowledged 

Sprint planning runs efficiently; the team walks out of every session with a clear, committed plan 

Release notes are published consistently and are useful to both technical and non-technical stakeholders 

The team operates with greater efficiency and consistency because day-to-day operational coordination is proactively managed by this role. 

Freshservice reflects reality — ticket statuses, assignments, and sprint contents are accurate and current 

Familiarity with Salesforce, CPQ, or SaaS application environments is a plus, not a requirement