Operations Specialist - RMO

Overview

The mission of our Resource Management Office (RMO) is to optimize deployment of our Professional Services workforce by assigning our professionals to roles that satisfy the needs of our external clients, develop our people, and support our strategic business priorities.

In the Operations Specialist role, you will act as a trusted advisor, partnering with our technical staff, team leads, engagement owners, department managers, and leadership to understand firm and pending demands; as well as staff capabilities, interests, and availability to recommend assignments of correctly skilled staff to support our customers. You will help to ensure assignment and forecasting accuracy, feed Professional Services Automation System (PSA) enhancement requests, suggest and implement process efficiencies, and assist in capacity and skill gap or demand planning.

In this role, you will effectively manage your time independently to balance support across their internal clients, and various elements. You will have the ability to prioritize, negotiate, influence, resolve issues or resourcing conflicts, and escalate as appropriate. You should be able to think strategically but also work at the tactical level, with excellent attention to detail. The ideal candidate would be interested in and able to learn Esri technology, at a high-level, along with related requirements and considerations to deliver successfully to our customers. Most importantly, this person will be people-driven, with the interest and ability to build strong trusted relationships at all levels in order to provide excellent customer service to our internal clients.

Responsibilities

• Champion the resource management function and workflows within Esri Professional Services
• Facilitate fulfillment of project staffing requests, prioritizing resource requests, working with project managers, engagement owners, team leads, and other stakeholders as appropriate to ensure resource requirements are fulfilled with the appropriate individuals within the necessary timeframe; this may include support for third party sourcing as required, and providing analysis and trend information to assist in the recruiting process
• Flag resource allocation conflicts needing resolution, escalating as required
• Conduct research to identify alternate staffing solutions
• Support workload balancing, prioritization, resource scheduling, and integration of resources into multiple projects in order to maintain optimal utilization of resources
• Support and drive resource staffing & Interlock status meetings for supported departments; preparing and distributing materials as needed, and capturing all follow up actions and notes
• Analyze data from various reports on resource demand vs. availability, staff over allocations, skill gaps, billability metrics, and more
• Work with department, RMO Manager, and other stakeholders as appropriate to identify skill gaps and requirements to support internal staff training and development goals
• Review and recommend modifications to internal processes as needed for process improvement, workflow efficiency and effectiveness to best support our internal customers
• Support PSA skill data reviews, maintenance, and process updates

Requirements

• 2+ years of professional work experience in a similar position, or supporting similar responsibilities
• Demonstrated work experience in resource management, project management, and/or customer service
• Exceptional communication, presentation, influencing and analytical skills
• Proven inter-personal and collaboration skills
• Interest in and ability to learn and understand high-level technical requirements and translate into skills required to staff work
• Familiarity with forecasting processes and tools
• Bachelor’s in business administration, human resources, communications, or a related field

Recommended Qualifications

• Familiarity with Professional Service Automation systems (PSA) preferred, Kimble PSA experience a plus
• RMCP certification

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About Esri

At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life’s best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri’s Racial Equity and Social Justice initiatives, please visit our website here.

If you don’t meet all of the preferred qualifications for this position, we encourage you to still apply!

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email askcareers@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

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