Principal Services Operations Analyst

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region. Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce. Our brand promise - Makes Work Life Better TM- Reflects our commitment to employees, customers, partners and communities globally.


Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the United States or Canada.
About the opportunity
We are seeking a seasoned and strategic Principal Operations Analyst to join our Global Business Systems & Process Operations team. In this high-impact role, you will oversee complex, cross-functional initiatives across multiple business systems while driving operational excellence and process optimization. You will lead strategic projects that have a direct influence on the company’s growth and scalability, working closely with a variety of internal teams, business leaders, and stakeholders to ensure alignment and successful outcomes. This role requires someone who thrives in a collaborative environment and has a proven track record of managing projects, working in systems in a Business Analyst role in a fast-paced software company setting.
What you’ll get to do
• Lead high-impact projects that span across multiple systems and business functions. Oversee the full project lifecycle, including planning, defining scope, requirements, setting timelines, solutioning, testing, and ensuring successful implementation.
• Conduct comprehensive analyses of existing systems and processes to identify areas for improvement, inefficiencies, and bottlenecks.
• Work closely with IT, finance, sales, order management, strategy and other key teams to ensure system integration and process improvements align with business goals. Facilitate communication and collaboration between diverse teams, ensuring alignment across the organization.
• Collaborate with senior leadership to prioritize and manage initiatives that deliver significant business value and align with the company’s strategic objectives.
• Act as the primary liaison between business leaders, technical teams, and external stakeholders. Foster strong relationships with stakeholders, ensuring clear communication, transparency, and the effective management of expectations.
• Support change management efforts to ensure the seamless adoption of new systems and processes. Develop training materials and provide support to teams as they transition to new tools, systems, and workflows.
• Support and or drive process improvements, process documentation to optimize business systems and process workflows where needed. Create templates for process improvements and efficiencies.
• Manage and be involved in systems related operational processes – maintenance, upgrades, new features, prioritization, testing and user story details.
• Provide regular updates and reports to senior leadership on the status of key projects, including timelines, milestones, risks, and outcomes. Use data and metrics to assess project success and identify areas for further optimization.
• Manage inquiries from the field via a Case queue, prioritizing and resolving issues in a timely manner.
• Learn about the overall business and its impact on operational processes.
• Act independently with general high-level direction.
Skills and experience we value
• Bachelor's degree in Business, Information Technology, or a related field.
• At least 5 years of experience in project management and business analysis, with a proven track record of managing complex, cross-functional projects in a software or tech company environment.
• Strong expertise in managing business systems, process optimization, and technology integration.
• Experience leading strategic initiatives, particularly those involving multiple systems and stakeholders.
• Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels of the organization.
• Strong knowledge of project management methodologies and tools.
• Advanced problem-solving skills and the ability to navigate complex business challenges.
• Proven ability to manage high-pressure projects while balancing multiple priorities and deadlines.
• Strong analytical skills, with experience using data to inform decisions and measure project outcomes.
What would really make you stand out
• Experience in a SaaS or technology company, especially with enterprise systems (ERP, CRM, etc.).
• Experience with Salesforce will be a plus.
• Ability