Sr. Professional Services Operations Analyst

Job Purpose:

Provide day to day operational support to the Professional Services (PS) territory and all related regions/departments; position reports directly to Director of Global PS Operations with strong dotted line to the VP of Professional Services.

Key Responsibilities:

• Operational management and oversight of Professional Services Project Cost Management System data accuracy to include:
  • Assist in the preparation of reports to give visibility into project activity.
  • Ensure that timesheets are received on a weekly basis and completed to meet timesheet guidelines
  • Perform monthly audit of all time booking data to ensure accuracy and completeness
  • Include audit of non-billable internal time to ensure accuracy
  • Monitor and audit all internal reporting for territories/teams to ensure metric accuracy
  • Assist with knowledge sharing in the usage of the PAM system within the Ops Team & the wider PS group.

• Operational management and oversight of month and quarter end close process to include:
  • Distribute Project Review information to PS
  • Review & process Budget revisions submitted by PS
  • Prepare Invoice Proposals for T&M projects for review/approval by PS
  • Prepare Invoice Proposals for FP projects as & when requested by PS
  • Prepare Invoice Proposals for Expenses incurred on projects.
  • Review & track travel expenses to ensure that non-billable project related expenses are matched back to the project in PAM.
  • Audit and confirm that applicable revenue & invoicing data is complete and accurate before deadline. Update invoicing data as required.
  • Audit and confirm that revenue; bookings; backlog and CPU (Client Project Utilization) metrics are accurate
  • Assist in the preparation of materials related to the quarterly business reviews
  • Provide reports on resources used from other territories (e.g., AMS, EMEA or APAC)
  • Provide updated info to AR of upcoming/expected projects for credit check
  • Review & track travel expenses to ensure that project related expenses are invoiced to the customer. 

• Operational management and oversight of new PS bookings and change orders which (may) include the following tasks:
  • Obtain legal approval and other required internal signatures on all documents
  • Secure revenue recognition approval
  • Project Budget Import Template
  • Assemble packet that comprises a new PS booking which typically includes:
    • Master Services Agreement (MSA)
    • Statement of Work (SOW)
    • Purchase Order (PO) &
    • Project Accounting Module Budget Template
  • Ensure that project data is entered correctly and timely into PS Project Cost Management System
  • Work with project managers to ensure resources are kept current in PS Project Cost Management System

• Operational management and oversight of Professional Services 3rd Party Contractor cost & revenue tracking to include:
  • Assist with the setting up of new contractor agreements or related extensions
  • Work with Central Purchasing Office (CPO) for contractors to be on boarded
  • Audit and confirm T&M costs to ensure that expenses match recognized revenue
  • Review time & expenses invoices submitted by contractors for GEO & enter into Project Cost Management Systems or forward to Finance for processing
  • Utilizes AI-enabled tools (e.g., chatbots, documentation automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards

• Provide assistance to PS as needed which may include Resourcing, Resource Calendars, Forecasting, guidance on the use of the Project Cost Management system or other relevant systems and preparing any other reports required on PS data & activity from time to time.

Other Responsibilities:

• Limited travel required; perhaps 1-2 trips per year

Authorities:

• Director of Global Professional Services Operations, Vice President of Professional Services, Senior Vice President of Professional Services

Interfaces:

• Finance/Accounting, Order Processing, Legal, Marketing, Partner/Reseller team, Sales, Professional Services, Technical Support, Human Resources and I.T.

• Associate or Bachelor's degree preferred with a minimum of 5+years of experience - preferably in a Professional Services environment. Experience in a software company is a plus.
• Advanced “PS Systems” knowledge and user expertise – specific applications include:

• Hyperion
• SmartView
• SharePoint
• Project Accounting Module (PAM)
• PS Project Cost Management System

• Proficiency with Microsoft Office applications - specifically Word, Excel and PowerPoint as follows:

• Excel: proficiency with basic Excel functionality; additional knowledge of pivot tables and more advanced Excel functions such as SUMIF; AVERAGE; COUNTA; VLOOKUP; etc.
• PowerPoint: proficiency with basic PowerPoint functionality; ability to create new presentations “from scratch” as well as update existing documents.
• Word: proficiency with basic Word functionality – i.e., you should “know the Word toolbar” and how to use it; ability to create new document “from scratch” as well as update existing documents – many of which will be in contract format.

• Acknowledged by others as “Subject Matter Expert” on local territory they support, processes and practices, overall business structure. Shows willingness to act as mentor/trainer to others on team and share knowledge.
• Advanced understanding of Department Financials (e.g. PS P&L “construct,” usage, and how numbers inter-relate).
• High PS business acumen IQ – i.e. solid grasp of how different operational metrics affect PS P&L performance (e.g. CPU; Average Bill Rate; Vacation Time; Reimbursable Travel; etc.)

• Works effectively with others internally and externally to:

• Accomplish tasks according to deadlines
• Resolve potentially difficult situations and reach “win/win” agreements
• Build “partnerships” across territories; departments; teams; etc.

• Exhibits a “Commitment to Continuous Improvement”.  Examples:

• Never settles for status quo and is always looking for ways to improve PS operational efficiency
• Embraces new technologies and investigate/learn how to use to best effect
• Recognizes problems early on and works to find best solution

• Team player who is also able to work independently with little to no supervision for extended periods of time (e.g. a business week).

Tungsten Automation is an Equal Opportunity Employer, M/F/D/V