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
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.