Senior Analyst (Services Operations)

POSITION SUMMARY

The Services Operations team at PowerPlan lives at the intersection of development, implementation, and customer success where we drive standards and structure to provide a consistent, positive experience for our customers. As a Senior Analyst you will be accountable for ensuring that proper change management protocols are followed to support our clients and internal teams.

In guiding others through software transformation you will pick up and grow a stronger skillset in our software lifecycle tools. In doing so you will be responsible for include triaging issues, driving standardization of good software practices, product deployments, and communicating on statuses of issues during various engagement points of the customer lifecycle.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Participate in continuous improvement operations : Gain and build upon understanding of PowerPlan’s business solutions. Adhere to rigorous release and change management processes. Perform necessary CI / CD processes with technical skills in PowerPlan primary development tools (SQL, PowerBuilder, .NET) and secondary development tools as needed (PowerShell, Python, C, ABAP, etc.).

Provide technical and deployment support of PowerPlan software : Manage personal case queue in accordance with operations standards and ensure cases are resolved in a timely manner. Act as the business-technical liaison between customer, PowerPlan services teams (support, implementation, project management, etc.) and technical architecture team. Typical case types include assisting in PowerPlan software deployments and ensuring source code management standards are maintained.

Participate in team initiatives : As PowerPlan continues to evolve, provide input into operational initiatives to improve the team. Demonstrate a positive team attitude to contribute to the success of team and / or PowerPlan initiatives. Progress on initiatives are tracked in an Agile cadence with daily standups and progress boards.

Serve as a liaison between our Services teams and our customers : Provide guidance to other Services teams on best practice change management processes, ways to manage and use necessary deployment tools, and ensure security and compliance are maintained. Answer questions around access / hosting infrastructure and provide guidance when initiating a project or testing cycle for services implementations.

KNOWLEDGE, SKILLS AND ABILITIES

Required

• Bachelors in Computer Science, Information Technology / Systems, Engineering, or experience in a related subject matter field (Tax, Accounting, Budgeting)
• Strong written and verbal communication skills
• Ability to collaborate and work as part of a team
• Working understanding of system and network architecture, system platforms, system access, database design, SQL queries, and network protocols
• Demonstrated ability to solve problems and develop stronger technical skills
• Ability to work alternate shift schedules and 24x7 on-call schedule, as needed

Must be authorized to work in the US or Canada

Preferred

KEY COMPETENCIES

Competencies are specific behaviors that relate to a set of skills and abilities that are critical for employees to be successful in their position. The key competencies for Managers are as follows :

Accountability : Accepting responsibility that results in anticipation / prevention of problem areas from actions, and problem solving inside and outside the department / organization.

Initiative : Committing to create and search for new and innovative approaches to activities that enhance performance

Problem Solving : Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.

Data gathering and analysis : Collecting, consolidating, and using relevant information; recognizing important information; tracing possible causes of problems, and searching for practical data / solutions.

Building Customer Loyalty : Building productive customer relationships and taking responsibility for customer satisfaction and loyalty.

PowerPlan is an EOE

Applicant Privacy Notice

Please note that this is a hybrid role that involves a combination of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible, there will be times when onsite work is required. This could include scheduled office days, team meetings, client meetings, or special events.