Operations Analyst 1

Job Title: Operations Analyst 1 - Conference Services
Job Number: 12146
Location: Portland, OR
Hybrid: onsite 3 days per Week
On Call: No
Overtime: 10%
Travel: of projects
Length: Up to 5 years 

MUST be US Citizen to be eligible to apply for Federal Background Check 
Requires Real ID and or Valid Passport to interview 

SUMMARY
 
This contract Operations Analyst 1 assignment is in the Operations and Planning (NWPO) organization in (CLIENT’s) Workplace Services (NW) organization. The Operations Analyst in this assignment will develop, evaluate, and advise on processes, procedures and policies for the CLIENT Conferencing program.  In addition this assignment will provide coordination for daily operating system escalations in reference to staffing, reservation conflicts, room amenity / equipment concerns and required service provider support. This assignment will facilitate daily Conferencing Service activities CLIENT-wide for NWPO
 
POSITION RESPONSIBILITIES 

• Analyze work processes and functions that make up CLIENT's Conferencing Services.
  • Collect and analyze data for process improvement and cost reduction purposes. 
  • Identify and make recommendations to management and WebEx program manager for alternatives or options to maximize WebEx conferencing and conference room utilization of these key agency assets. 
• Plan, organize, and conduct management surveys, studies, benchmarking, and special purpose projects.  Work closely with managers and other service providers to implement recommended new or improved processes, procedures and guidelines
• Draft reports which identify ineffective system management practices and ascertains problem areas where a need for improvement is indicated. 
  • Produce and/or present information and findings in a variety of formats, i.e., reports, charts, diagrams, spreadsheets and other media. 
• Based on research and analysis, develop preliminary recommendations to increase efficiency and effectiveness of departmental functions. 
  • Submit recommended actions to management or required parties for review and approval.
• Measure (via Customer Satisfaction Surveys) and perform analyses and reporting of various performance standards within the Conferencing Services program.  Analysis is based on customer expectations and business-driven performance elements (timelines, accuracy, ease of use, professionalism, and overall satisfaction with service received).
• Research and recommend methods/tools for data collection and reporting mechanisms as new information requirements are defined. 
• Evaluate both individual organizations’ and CLIENT’s overall needs of conference rooms.  Based upon need, assigns each room a room type which is used for scheduling the room (Training, VTC, General Use, Private, Executive VTC, Priority, Flex, Focus). Depending on room type, room may have special scheduling procedures that must be followed.
• Serve as WebEx technical expert in helping determine account assignments based on demand or CLIENT criticality.
• Attend and facilitate briefings, presentations, working groups, and task forces involving a wide range of Conferencing Services proposals concerning program changes and obtaining customer feedback on recommended service improvements.  Works to educate conferencing user base, partner service providers through regular service request engagements, topic-driven training events, and one-on-one problem solving events (see note above).
• Assist as technical expert for the conferencing scheduling systems, all conference room amenities / equipment sets, the Conference Room Services (CRS) website and all CRS SharePoint sites. Current equipment, software and application set include:
  • Outlook 2010 room reservation module
  • Conference room Samsung monitors
  • Conference room digital projectors
  • SharePoint
  • WebEx scheduling and administration
• Assist the CLIENT manager by providing guidance, guidance and training to Conferencing Services contracted staff.
  • Help facilitate the knowledge and skill set acquirements needed to support current and future operational requirements.
  • Assess day-to-day resource availability and recommends task and responsibility adjustments to balance workloads and support temporarily vacated assignments and associated responsibility sets.
• Serve as point of contact and technical expert for customer project consultation and fulfillment of services. 
  • Confer with manager to identify appropriate equipment, staff and material requirements; schedule and coordinate the project and necessary resources to meet the agreed upon delivery date. 
  • Identify and present the customer with service and production options that best fit their requirements while meeting operational cost and production efficiency goals.   
• Serve as production and workload point of contact for management team; compare production outputs to established volume, quality and turn-time standards. 
• Provide recommendations for program adjustments and resource assignments in order to address demand in workload and emerging priorities.  Verify maximized equipment or program uptime and utilization with regular/scheduled maintenance and escalates break/fix situations through the established service-call process
• Serve as a resource for other departmental (NWPO) services including:
  • Support of the Commuting Office online SharePoint registration programs.
    • Serving as registration system administrator editing, updating and troubleshooting system.
    • Providing general, back up support duties for both the Commuting and Motor Pool offices (customer and process assistance).
    • When needed, assist peers in other services with escalations and customer support.
  • Support in hosting annual Transportation / Sustainability Fairs by facilitating equipment and connectivity needs for conference room use
  • Support annual HQ parking program rotations by running SharePoint reports to determine past/proposed parking assignments 

Education & Corresponding Experience 

• A degree in Business Administration, Management, Organizational Development, Accounting, Computer Science, Engineering, or a related field is preferred.
  • With an applicable Bachelor’s degree, 2 years of experience is required.
  • With an applicable Associate’s degree, 4 years of experience is required.
• Without an applicable degree, 6 years of experience is required

• Experience should be consistent with the specific requirements of business or operations analysis and progressively more technical in nature 

Required Skills & Experience  

• Demonstrated knowledge of working in a conferencing services environment
• Working knowledge of supporting virtual meeting platforms:
  • Qualifying products for the program
  • Measuring program inventory / cost
  • Co-Hosting WebEx conferences 

Preferred Skills & Experience  

• Advanced Visio
• Website editing
• 1+ year of SharePoint
• WebEx Administration
• Familiarity with Microsoft Teams
• Familiarity with Video Conferencing scheduling and equipment 

Additional Requirements: 

• Valid U.S. Driver’s License is required 

 
Pre-Employment Requirement
All employment offers are contingent upon successful completion of our pre-employment screening that may include drug testing, background/criminal check, and if applicable, must meet eligibility requirements for access to classified information.
 
APR Staffing is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
 
About APR Staffing
APR Staffing was born from the merger of two well-respected technical staffing firms in Portland. ieSolutions and Data Resource Group. Both companies have recently been award winners for the Portland Business Journal's Fastest-Growing Private Companies. The two firms, now as APR Staffing, make for one of the fastest-growing and most-respected professional and technical staffing companies in Oregon and Southwest Washington.
 
Collaborating with our customers, we augment their workforce with technical and administrative professionals. We provide only high-caliber, professional-grade resources throughout the Pacific Northwest.