Professional Services Operations Lead
Quebec, Canada
5d ago

Esri Canada has an exceptional professional opportunity for a Professional Services Operations Lead reporting to the Director of Professional Services.

You will leverage your knowledge and experience in professional services as a business analyst or project manager along with your creative thinking, collaboration and facilitation skills.

This position can be located out of any Esri Canada office.

  • This role includes two main components, Business Operations Support and Business Improvement. This includes assessing the professional services operations processes and tools and making recommendations for further development and improvements;
  • on-boarding new professional services staff; as well as supporting and monitoring the Professional Services systems.

    To be successful the candidate will be a creative thinker, with troubleshooting, collaboration, strategic planning abilities, and technical skills.

    Responsibilities include : Business Operations Support

  • Driving greater consistency and best practices across Professional Services
  • On-boarding professional services staff to all of the systems used,
  • Ongoing monitoring to ensure staff are using systems as intended
  • Working with Professional Services to ensure : the professional services systems are up to date with the latest version, the services team is aware and taking advantage of the latest technology, that Professional Service workflows are following the optimal product functionality that user accounts and permissions are managed appropriately management and users are receiving the reporting required out of the systems.
  • This includes managing, creating, removing, and enhancing reports

  • Overseeing upgrades, migrations, installations, decommissioning of services
  • Monitoring systems to ensure proper usage and maintaining data quality levels
  • Maintaining the Service Delivery GuideEnsure that documentation is up to date and describes the usage of all current processes and systems
  • Manage the Packaged Services maintenance processEnsure the process is followed by the owner / s of the package and signed off correctly
  • Monitoring and Reporting use of Pluralsight on demand training subscription
  • Business Improvement

  • To proactively identify business improvement by identifying, developing and implementing strategies and processes with requisite change management support as required
  • Assesses professional services operations processes and tools, making recommendations for further development and improvement
  • Work with Professional Service leadership to monitor and report on established professional services KPIs
  • Research, review, and analyze the effectiveness and efficiency of existing processes and develop strategies for enhancing or further leveraging these processes
  • Become the subject matter expert on technology and services used to deliver professional services in the most effective means possible
  • Review the current and latest version of the systems deployed to identify if new workflows or feature(s) can be used to improve efficiencies
  • Specific skill requirements :

  • Ability to analyze concepts and processes to identify key needs for improvements
  • Ability to work collaboratively in team environment and demonstrate strong problem-solving skills.
  • Motivation to understand, simplify and automate processes
  • Creativity in using tools and technology to automate and / or improve the user experience
  • Demonstrated ability to complete technical studies and to develop and present recommendations and reports
  • Experience in facilitating discussions
  • Demonstrated awareness of emerging IT trends and directions
  • College diploma or University degree
  • Competencies in the following are essential :

  • Strong coaching and mentoring skills
  • Excellent understanding of project governance, management and delivery
  • Strong interpersonal skills / relationship building
  • Excellent analytical, problem-solving and decision-making skills
  • Ability to negotiate and build consensus
  • Time management / multi-tasking ability
  • Excellent written / communication / presentation skills
  • Team player with a track record for meeting deadlines
  • Esri Canada provides a dynamic work environment, an opportunity to build your skills with leading tools and technologies and a team-

    based approach. We offer attractive salaries with an outstanding benefits package.

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