Ops Analyst, Professional Services

What is The Role:

We are seeking an Operations Analyst – Professional Services to support the operational and analytical needs of our Professional Services organization. This role will report to Sr Operations Analyst and work closely with the Operations Director, Resource Managers, and cross-functional stakeholders to ensure accurate reporting, strong operational hygiene, and efficient execution across forecasting, resource planning, compliance, and month-end activities.

This position is ideal for an early-career professional looking to develop skills in services operations, analytics, and global business support within a fast-paced, international environment.

What you will be doing:

Operations & Business Support

• Help document, maintain, and improve operational processes and workflows.
• Maintain analytical reports covering services revenue, bookings,utilization and delivery mix (e.g., partner vs. internal consultants).
• Support continuous improvement of business reporting processes to align with organizational changes.
• Provide regular operational analysis to support business objectives and assist with services team enablement sessions (e.g., compliance processes, global updates, and services attach reporting).
• Assist with improvements to operational management systems and tools.
• Assist with reviewing and processing backlog, utilization, and forecast data.
• PTO coverage for the Sr Ops Analyst

Timecard & Utilization Management

• Track and follow up on missing timecards for consultants and partners.
• Monitor submitted but unapproved timecards and coordinate with Delivery Managers, Project Coordinators, or approvers to ensure timely approval.
• Assist Sr Ops Analyst in reviewing Estimated vs. Actuals by comparing planned billable hours against recorded time.
• Identify trends or significant variances, summarize findings, and escalate issues where appropriate.
• Perform weekly checks to ensure required billable and non-billable hours are submitted (adjusted for public holidays).
• Support weekly utilization reviews and reporting.

Project & PSA Operations

• Review newly created projects to ensure accurate setup, assignment, and data quality (dates, milestones, region, currency, ownership).
• Assist with project triage, including assigning projects to the appropriate Delivery Manager or Project Coordinator.
• Monitor and report on:




• Expired projects
• Projects with zero hours logged
• Project extensions




• Support PSA contact onboarding, record maintenance, and data accuracy.
• Verify targets and cost accuracy within PSA systems.

Month-End & Billing Support

• Assist with pre-month-end and month-end close activities.
• Audit non-billable milestones to ensure billable time is not incorrectly logged.
• Support reporting of end-of-month (EOM) and end-of-quarter (EOQ) metrics.
  Assist with setup and monthly review of Services Credits projects.
• Review project milestone reports to ensure planned hours are not exceeded.

Resource Planning Support

• Assist with Resource Planner activities, including creating internal assignments and identifying potential double bookings.
• Assist Resource Managers with ad hoc administrative tasks related to the Resource Planner, including maintaining assignments, supporting public holiday planning, and ensuring data accuracy.
• Support the creation and upkeep of resource management documentations like RM meeting planner playbooks, and process guides.
• Support coordination between Operations and Resource Management teams to align staffing with forecasted demand.

What you bring:

• Bachelor’s degree in Business, Finance, Operations, Analytics, or a related field.
• 3+ years of experience in Revenue Operations, Sales/Services Operations, Strategy, FP&A, Consulting, or similar roles within SaaS or Professional Services.
• Proven experience driving operational performance in a regional or international context.
• Advanced analytical expertise leveraging SQL for data extraction and transformation, paired with advanced Excel techniques (Power Query, pivot tables, complex formulas, and modeling) to deliver accurate forecasting, utilization analysis, and executive-level reporting.
• Excellent stakeholder management and cross-functional collaboration skills
• Experience with Tableau or other BI tools.