GSO Operations Analyst (Pleasanton, CA)
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Customer satisfaction is our focus! As a member of FrontRange Solutions� Global Services Organization (GSO), you will join a team of talented professionals whose passion is solutions definition and delivery. Success is defined as the ability to quickly understand the client�s needs, craft solutions and deploy service desk enterprise applications with the anticipation of exceeding the client�s expectations. As a GSO America�s Operations Analyst, you will work to define, improve, and support our operations management and our administrative processes.
Analysis of GSO management information to review trends and explain results
Administration and production of GSO dashboards and key reports
Administration of key GSO systems: WebTimesheet, WebResource, learn.com, SharePoint, WebEx (creation of new users/projects/classes).
Liaison with IT, Accounting and other functional areas within FrontRange Solutions.
Contribute to the definition of the requirements and implementation of new systems
Define key administrative processes and procedures and train administrative personnel of the regions (AMR, EMEA, APAC) on GSO processes and procedures
Preparation of invoicing for Pleasanton-based AMR ITSM practice. Follow up with customers as needed in collaboration with Accounts Payable.
Weekly review of projects with AMR ITSM Solution Managers, update WebResource of the Professional Services Organization revenue forecast.
Identification of staffing changes and time declarations
Participation in AMR GSO periodical management meetings (weekly, monthly, quarterly) and preparation/presentation of operations updates
Participation in the introductory process of new Pleasanton-based GSO personnel
Bachelors (BA/BS) degree a plus, with 2-3 year�s experience in administrative operations.
Understanding/experience of systems administration in a services and/or administrative operations setting
Experience and agility with MS-Office suite (Word, Excel, Visio, Outlook) and SharePoint
Understanding and/or experience of the software industry
Excellent written and verbal communication skills and active participation in team initiatives
Self-motivated with a track record of quality �excellence� in all assignments
Great sense of initiative