[Hiring] Senior Shared Services Associate @ProctorU Inc.

Role Description

The Senior Shared Services Associate provides advanced administrative support to internal teams, clients, and candidates. This role plays a key part in ensuring operational excellence across exam administration, billing, and service delivery by managing complex tasks, resolving escalated issues, and contributing to process improvement initiatives. The Senior Associate also acts as a mentor and escalation point within the Shared Services team.

Responsibilities

• Serve as a subject matter expert and first point of contact for high-level or complex inquiries.
• Monitor, troubleshoot, and resolve Zendesk ticket inquiries, including those requiring escalation.
• Collaborate cross-functionally with Finance, Test Delivery, Client Services, Account Management, and IT to ensure client satisfaction and efficient service delivery.
• Analyze and generate reports to track team performance, identify gaps, and support strategic planning.
• Support the onboarding and training of new Shared Services Associates; provide guidance and mentoring.
• Contribute to the development and refinement of internal processes and documentation.

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree strongly preferred.
• Minimum 5 years of experience in shared services, operations, or administrative support roles.
• Prior experience in a senior or lead capacity is a plus.
• Strong leadership and mentoring capabilities.
• Excellent written and verbal communication skills.
• High attention to detail with a strong commitment to accuracy and quality.
• Advanced proficiency in Microsoft Office Suite (particularly Excel); experience with Zendesk or equivalent platforms required.
• Proven ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Proactive problem-solver with strong analytical and critical thinking skills.
• Team-oriented with a customer-first mindset.

Benefits

• Competitive salary.
• 100% company-funded medical (for you AND your family!).
• Professional working environment.
• Unlimited growth potential.
• Great working environment with a team of exceptional people.