Legal Operations Analyst

What You'll Be Doing & Why It Matters

The Salesforce Legal Solutions team is a vital part of our Legal Operations department, focused on enhancing operational efficiency within Salesforce Legal and Corporate Affairs. We manage a high volume of processes and tasks to support multiple legal business units within the Legal and Corporate Affairs teams.

As a Legal Solutions Analyst, you will combine operational delivery with process analysis. You will independently handle incoming requests in our case management systems across the team's portfolio of legal processes, following SOPs, troubleshooting complex requests, and escalating when needed.

You will also act as a business and process analyst, looking closely at how work flows, spotting patterns, bottlenecks and gaps, and recommending improvements that increase speed, quality, and customer satisfaction. Strong day-to-day execution is the foundation for the improvements you will drive.

Core Responsibilities & Scope

• Participate in a case coverage rotation, owning incoming cases in our case management systems during your assigned shifts. Resolve cases accurately and on time across a variety of legal processes, following SOPs, troubleshooting issues, and escalating to Legal or subject matter experts as appropriate, while maintaining consistent quality standards.
• Be accountable for a subset of legal processes, starting with an understanding of the business objectives that drive the work.
• Build and maintain reports and dashboards that provide visibility into operational performance and quality.
• Document and analyze how processes work today, identifying inefficiencies, pain points, and root causes of recurring issues.
• Identify and recommend automation opportunities, and support their implementation.
• Partner with business stakeholders, build trust through strategic recommendations, and adapt to change together.
• Conduct regular quality audits to ensure compliance, accuracy, and optimal performance.
• Contribute to process documentation, business requirement documents, and functional specifications.
• Conduct gap analysis to compare current capabilities against business objectives and recommend solutions to close gaps.
• Provide additional support during month-end and quarter-end peak periods to support the sales cycle, including occasional evenings and weekends.

Minimum Requirements

• Minimum of three to five years of experience in operations and/or technology services roles
• Strong self-management skills, with a proven ability to work independently and stay on task in a globally distributed team with limited day-to-day oversight
• Ability to shift between work types and priorities, adapt quickly to changing business needs, and perform well under pressure.
• Strong organizational skills, attention to detail, and outstanding time management.
• Ability to map, document, and analyze business processes, and to translate business needs into clear requirements.
• Strong analytical mindset with proven ability to work with data, identify patterns, and drive decisions based on insights.
• Strong problem-solving skills with a focus on data integrity, process optimization, and continuous learning.
• Outstanding oral and written communication skills; able to communicate complex technical concepts and data insights effectively.
• High level of professionalism and discretion in handling sensitive or confidential information
• Proficient in Salesforce (Sales Cloud and Service Cloud), Microsoft Office, and/or Google Suite
• Flexibility to work outside standard hours, including some evenings and weekends, to support month-end and quarter-end business needs.
• Degree or equivalent relevant experience. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Preferred Qualifications

• Experience with legal operations, legal workflows, or supporting in-house legal teams
• Familiarity with Ironclad or similar Contract Lifecycle Management tools
• Experience in process improvement methodologies (Lean, Six Sigma) and/or project management
• Experience with root cause analysis, quality assurance, or auditing
• Demonstrated track record of implementing automation solutions that deliver measurable efficiency gains
• Proficiency with data analytics tools such as Salesforce Reports and Dashboards, Einstein Analytics, Tableau, or similar platforms
• Experience analyzing and visualizing data to drive business outcomes
• Experience with data modeling, SQL, or other data tools
• Ability to navigate and function effectively through ambiguity
• A sense of humor and ability to have fun is a plus!

Join our team and help us deliver great service while building the future of Legal Operations through process improvement, smart automation, and data-driven innovation!