Job Summary:

The Operations Specialist is responsible for Professional Services internal processes and procedures. This role supports the efficient onboarding and offboarding of Partner resources, supports staffing needs for all iBase-t led projects, and collaborates with Client Partners and PS Managers to ensure proper staffing for upcoming projects. They coordinate with Project Managers on resource allocation and assignments to ensure the resource planner accurately reflects project activities and maintains resume cards for all resources.

Additionally, the Operations Specialist supports Gate Reviews to ensure project teams complete all materials and documents, adhering to established project governance. They apply these Gate Reviews to the Pre-Sales process and manage a process with the Director of Customer Experience to monitor and measure the end-to-end pre-sales cycle. The specialist supports staffing calls, monitors existing projects in Financial Force to ensure additional budgets are added as needed. They also perform weekly tasks and meetings to ensure Financial Force and SharePoint data and projects are up to date.

Essential Functions:

·       Support initiatives to evolve project implementation methodology and governance.

• Support the Pre-Sales Gate Reviews to ensure project compliance with the Pre-Sales End to End process.

• Support weekly project status meetings.

• Create SharePoint Project pages for all PS projects.

• Supports, collaborate, and audit processes and procedures for the Professional Service Org

·       Administer Customer Satisfaction surveys.

• Support proper onboarding and offboarding of all Partner resources.

• Support staffing needs for all iBase-t led projects (iBase-t and Partner resourcing). Collaborate with Client Partners and PS Managers to ensure proper staffing of upcoming projects.

• Support Project Managers with resource allocation and resource assignments consistently to ensure the resource planner reflects project activities.

• Monitor existing projects in Financial Force to make sure additional budgets are added.

• Train new Project Managers on processes and procedures in Financial Force.

Requirements:

·       Able to adapt to changing priorities.

·       Knowledge of software services operations

·       Excellent attention to detail while keeping a big-picture focus.

·       Dedication to quality and excellence, with a strong customer service focus.

·       Excellent verbal and written communication skills

·       Must be able to convey issues, concerns, and/or status as requested quickly and effectively.

·       Proficiency with Microsoft Word, Excel, PowerPoint, and SharePoint

·       Knowledge of Salesforce and Financial Force

·       Able to maintain a high level of integrity and discretion in handling confidential information.

Required Education/Experience:

·       College Degree in business information systems, computing and information technologies, industrial/systems engineering or another related field and or equivalent experience.

·       Must have a minimum of 5 years in Services Operations.