Working as a member of the Customer Care Operations team, the Operations Analyst, Scheduling is responsible for the centralized scheduling function for all Professional Services projects. The role will include, but is not limited to:
- Work with Operations and PS leadership to create centralized scheduling processes and governance.
- Work with PS leadership to create and maintain a skills inventory in Kantata (Professional Services Application).
- Gain understanding of how each product line provides service to their customers and the nuances of each contract type.
- Review contracts to ensure projects are staffed with resources capable of completing implementations with successful outcomes.
- Participate in regular meetings (weekly or as agreed) with each product line to understand resourcing needs.
- Develop processes and reporting for capacity planning and to maximize billable utilization of resources.
- Ensure the scheduling processes and selection of resources per project are geared toward meeting billable utilization targets.
- Manage all resource requests to completion within stated SLA’s both in the customer contract and internally.
- Collect and analyze data for trending observations to present to leadership.
- Collect resource resumes and maintain them in a standard format to be presented to clients as needed.
- Provide a weekly forecast of COGs for contracted services, when engaging third-party vendors to assist with resource needs.
- Analyze processes for effectiveness and make improvement recommendations.
- Perform additional project updates and/or responsibilities as assigned.
- Significant, recent experience in a centralized scheduling function.
- Ability to read contracts and understand how to schedule resources against the commitments.
- Keen understanding of professional services’ billability requirements.
- Ability to work effectively across different levels of resources and management with different priorities.
- Strong analytical, problem solving, and organizational skills.
- Excellent communication skills and strong professionalism.
- Ability to flex working hours to accommodate multiple time zones if needed.
All your information will be kept confidential according to EEO guidelines.
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
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