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Services Operations Analyst - Partner Operations

Location:

Indianapolis - Indiana - USA, Lowell - Massachusetts - USA, Remote - - None

Function:

Professional Services and Consulting

Ref #:

2019003565
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Description

The Services Operations Analyst will work closely with Professional Services, Services Operations and Partner Enablement teams to streamline operational processes, support enablement programs and drive day to day Services Partner operational activities. This role will partner with the Services strategy leader supporting the development and operationalizing of partner strategy and implementing success measures. You will be responsible for fostering relationships with our services delivery partners and directing the business processes related to solicitation, engagement and payment of services partners.

The Services Operations Analyst will support the development of key performance metrics (KPI’s), partner delivery/capacity planning and develop actionable insights that improve the overall program. This role will act as the liaison between the Services Operations team and other functions to drive operational requirements and improvements that provide an exceptional partner and customer experience. This role may require hands on processing of administrative partner tasks with the intent of training/transitioning these tasks to other roles within the operations team.

Key Responsibilities:

• Define Partner operational processes that integrate with Services Partner strategy and Enablement plans
• Defines operational process and framework for the full partner engagement life cycle, from solicitation to payment
• Support partner onboarding, offboarding and administration ensuring best practices are being followed
• Identify and document improvements and enhancements to processes based on cross-functional input and verification
• Develop workflow processes, methods and policies for service partners
• Support Partner contractual process, rates, sourcing strategy and demands
• Monitor KPI’s, process performance and adherence, and provide recommendations to improve the overall program
• Guide and mentor Professional Services stakeholders and Resource Managers on partner processes and tools.
• Drive partner capacity planning and skills matrices
• Provide input into partner training/development and enablement programs
• Create and manage strategic partner relationships that support internal strategies and programs
• Provide oversight and guidance to the project operations team with back end processing of partner transactions

Qualifications

• 3-5 years’ experience in an Operations, Project Management, Enablement, Staffing or Resource Management. Prior experience working with Professional Services/Partners preferred
• Experience with developing partner programs and/or managing 3rd party contracting partners preferred
• Bachelors degree or equivalent in a Business Administration, Information Technology, or related field
• Knowledge or hands on experience with resource staffing within a workforce management organization
• Strong negotiation skills, and ability to influence as well as business acumen
• Process creation, documentation and improvement experience
• Analytical thinker and excellent problem solving skills are required
• Self-starter, ability to multi-task, work independently, prioritize and get things done. Well-organized and detail-oriented, with excellent follow-up skills; ability to work well in a quickly changing work environment
• Advanced proficiency in Microsoft Excel, PowerPoint
• Experience with a PSA (Professional Services Automation) system i.e. OpenAir, CRM i.e. Salesforce and Smartsheets a plus
• Strong interpersonal, communication and partnering skills are critical to this position

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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.