Senior Professional Services Operations Analyst

2 weeks ago

Pune, Maharashtra, India NICE Full time

About the Role

NICE Actimize is a dynamic and innovative organization that challenges its limits and sets the highest standards. We're seeking a talented Professional Services Operations Analyst to join our global team.

Key Responsibilities

  • Design and provide high-quality monthly KPI reports at various levels of management, including project P&L, utilization, and billable vs. non-billable hours.
  • Act as administrator for PS time tracking and project management system (ChangePoint PSA), ensuring data integrity and ownership.
  • Conceive and design ad-hoc reports and support for PS organization, including VP of Finance, Global and Regional VPs of PS, and PS senior management.
  • Provide business analysis, forecasting, measuring, tracking, and reporting PS pipeline opportunities.
  • Re-assess key internal procedures related to professional services activities to improve efficiency and effectiveness.
  • Provide new user setup and system training on ChangePoint PSA to new PS employees.
  • Develop and maintain various dashboards and reports using Excel, as well as perform analysis of data from multiple sources for various levels of management personnel.
  • Design and/or improvise on existing learning solutions through training life cycle, including needs analysis, mapping, design, development, and delivery.
  • Work in a fast-paced environment, completing training projects according to project timelines.
  • Foster teamwork within a global group to achieve project and group goals.

Requirements

  • Bachelor Degree in Information Technology or related field.
  • Very well-versed with ChangePoint PSA.
  • Ability to connect the dots across multiple systems and draw a single source of truth.
  • Strong Excel skills required.
  • Familiarity/Experience with any Learning Management System (LMS).
  • Demonstrated comfort working in a cross-functional, matrix-oriented, multinational environment. International work experience preferred.
  • Excellent communication (written/presentation) and interpersonal skills with ability to influence global team members.
  • Process-oriented, proactive, and customer-focused.
  • Flexible and able to quickly act under pressure.
  • Good understanding of a complex and global business environment.
  • Excellent analytical, organizational, and communication skills.
  • Self-motivated and fast learner with a strong sense of ownership and drive.
  • High-caliber team player, self-starter, and ability to work independently.
  • Very high level of verbal and written English.
  • Takes a 'Can-Do' approach and attitude.

NICE-FLEX

NICE works according to the NICE-FLEX hybrid model, enabling maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Reporting into: Tech Manager
Role Type: Individual Contributor

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