Accela
OperationsSupportAnalyst(Contractor)
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“Operations Support Analyst (Contractor) at Accela. Skills: email deliverability operations, process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. Monitor and triage email delivery issues reported through Salesforce support cases related to Public Portal notifications. Use SendGrid administrative tools to look up blocked email addresses, identify the cause (bounce, block, spam complaint), and unblock when ”
Industry & Context.
resolves email delivery failures; look up blocked email addresses, identify the cause (bounce, block, spam complaint), and unblock when appropriate; Track recurring patterns in email delivery failures and flag systemic issues
What They're Looking For.
Must Have
1+ year of experience in customer service, email administration, IT helpdesk, or technical support, Comfortable navigating web-based administrative dashboards and tools, attention to detail and able to follow consistent processes accurately, Clear, professional written communication, Reliable internet connection and able to work standard U. S. business hours
What You'll Do.
Monitor and triage email delivery issues reported through Salesforce support cases related to Public Portal notifications
Use SendGrid administrative tools to look up blocked email addresses
identify the cause (bounce
and unblock when appropriate
Update Salesforce cases with resolution notes and confirmation of action taken
Communicate clearly and professionally with support engineers and customers through case comments
Track recurring patterns in email delivery failures and flag systemic issues to Support leadership
Maintain a simple log of unblock actions for reporting and trend analysis
Meet defined service-level targets for case response and resolution
How You'll Work.
Team & Collaboration
Communicate clearly and professionally with support engineers and customers through case comments; flag systemic issues to Support leadership
Communication Scope
Clear, professional written communication; Communicate clearly and professionally with support engineers and customers through case comments
Full Job Description
ABOUT THE ROLE Accela is hiring a contractor to support email deliverability operations for our Public Portal product. This role resolves email delivery failures — primarily blocked addresses in SendGrid — that affect customer-facing notifications and user account provisioning. You will work within Accela's Customer Support organization to ensure that public-facing email communications reach the intended recipients and that delivery issues are resolved quickly. This is a focused, operational role. We are looking for someone who is detail-oriented, methodical, and reliable. No prior SaaS experience is required — comfort with web-based admin tools, clear written communication, and a steady, process-driven approach are what matter most. This will be a 6 month contract. SPECIFIC RESPONSIBILITIES Monitor and triage email delivery issues reported through Salesforce support cases related to Public Portal notifications Use SendGrid administrative tools to look up blocked email addresses, identify the cause (bounce, block, spam complaint), and unblock when appropriate Update Salesforce cases with resolution notes and confirmation of action taken Communicate clearly and professionally with support engineers and customers through case comments Track recurring patterns in email delivery failures and flag systemic issues to Support leadership Maintain a simple log of unblock actions for reporting and trend analysis Meet defined service-level targets for case response and resolution REQUIRED QUALIFICATIONS 1+ year of experience in customer service, email administration, IT helpdesk, or technical support Comfortable navigating web-based administrative dashboards and tools Strong attention to detail and able to follow consistent processes accurately Clear, professional written communication Reliable internet connection and able to work standard U. S. business hours ABOUT ACCELA For nearly 20 years, Accela has been an industry leader in designing and delivering government software t
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