Description:
We are looking for a sharp, analytical, and collaborative candidate to join our Service Delivery Operations team as an Operations Analyst. In this role, you will support end-to-end operational workflows—including project setup, staffing coordination, forecasting, and data analysis—while ensuring adherence to delivery processes and standards. The ideal candidate is highly organized, proactive, and comfortable partnering with cross-functional leaders to drive operational accuracy and project success.
This is an excellent opportunity for someone looking to grow professionally in a fast-paced, data-driven, and team-oriented environment.
Your Assignment
- Identify, document, and execute process improvements to enhance the efficiency and effectiveness of resource management, operational workflows, and cross-functional coordination.
- Prepare and maintain detailed staffing and operational reports, including utilization, availability, productivity, forecasting, pipeline needs, trend analysis, and hiring recommendations.
- Partner with department heads, Practice Directors, and project teams on resource planning, reporting, staffing recommendations, and tooling support to ensure clarity on engagement status and delivery capacity.
- Perform end-to-end operational tasks across the project lifecycle, including Sales-to-Delivery handoff coordination, resource planning and assignments, project setup in Certinia PSA, project closeout, time-tracking oversight, and account/engagement data updates.
- Monitor adherence to delivery processes and frameworks, ensuring accurate time-tracking, status reporting, and compliance with project standards; provide reporting and insights to leadership.
- Retrieve, analyze, and update data used for standardized performance metrics, forecasting, and ongoing service-delivery operations, ensuring reliable insights that support decision-making.
- Owns weekly and monthly reporting cadences related to capacity, staffing and forecasting, proactively staffing risks and trends to leadership.
Your Qualifications
- Bachelor's degree in Business Administration, Human Resources or a related field
- At least 3-5 years of work experience in business operations or resource management, staffing or related role
- Excellent organizational and analytical skills to ensure data accuracy and compliance
- Strong communication skills with the ability to work with staff and leadership across functional-departments to complete tasks
- Experience with Certinia PSA and Salesforce to manage staffing requests, sales data, revenue forecasting, timecard processing, and operational reporting
- Strong analytical skills with knowledge of utilization metrics, capacity calculations, forecasting, and the ability to take action based on trends and insights
- Comfortable with reporting tools such as Power BI and adaptable to new technologies/software for reporting and analytics
Preferred Qualifications
- Ability to develop templates and standards around project setup and engagement compliance
- Familiarity with Google Sheets and/or Excel advanced functionality
- Knowledge of project delivery workflows, resource planning tools, and operational project lifecycle processes
- Knowledge of using GenAI tools to analyze operational data, generate insights, and support data-driven decision-making
Benefits
- 100% remote work
- Equitable Life - Hybrid Plan
- 100% Premium Coverage for the employee and dependents
- Competitive phantom equity
- Long-Term Disability
- 4% Pension match (employer contribution)
- Unlimited Vacations
- Sick Leave
- Paid Holidays
- Parental Leave
- Paid for exams and certifications
- Peer bonus awards
- State-of-the-art laptop and tools
- Equipment & Office Stipend
- Individual professional development plan
- Annual stipend for Learning and Development
- Work with an amazing worldwide team and in an incredible corporate culture