ITAM Business Operations Specialist

The ITAM Business Operations Specialist will play a central role in the coordination of consulting resources and the efficient operation of the team. 
 
The ITAM Business Operations Specialist is responsible for managing project staffing allocations, project client reporting and project closure. This is a hands-on role, interacting with consultants, sales, project managers, and management. 

This role will also ensure that SHI is processing license orders and capturing eligible opportunities by successfully submitting Deployment and Opportunity Registrations. Through the effective management of these key operational workflows, this role will contribute to the rapid commercial growth. 

 
The ITAM Business Operations Specialist reports to the Sr. Manager - ITAM Business Management Office and will be office based from either Austin, TX, Somerset, NJ or Milton Keynes, UK.  It is expected that this role will have infrequent travel (less than 10%). 

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours. 

Include, But Not Limited To:
 
Resource Management Responsibilities 

• Real Time Resource Allocation – Responsible for knowing status of all projects and who is assigned to what project at any given time 
• Weekly and Real-Time Resource Allocation – Meeting with management on a weekly basis, and as needed, to assign resources based on availability and skillset 

• Resource Forecasting – Forecasting future resource availability to include considerations for resource capacity, scheduled time off, and business travel that could interfere with upcoming engagement schedules 
• Tools and Process – Responsible for maintaining resourcing process and software. Also, making recommendations for improvements to the process and software to drive better accuracy and efficiency 
• Resource Reporting – Providing regular updates on resource allocation and utilization to project managers, clients and SHI leadership 
• Risk Identification – Responsible for identifying potential risks in the form of over-resourced staff, under-utilized staff, or projects which have resourcing risks and bringing to the attention of SHI leadership 
• External Resource Sourcing and Communication – Maintaining a list and up-to-date knowledge of external contractor resources that they coordinate with on a regular basis 

• Sales Coordination – Work with Sales to ensure a clear understanding of pipeline to enable proactive resourcing, sub-contracting and hiring decisions. Understand the Sales opportunity lifecycle and ensure resource plans reflect accordingly 
• Work with accounting to ensure projects are closed in all related systems and final billing has been completed 
• Ensure projects are open and accurate in all systems at all times 
• Proactively assign resources to billed and non-billed project to ensure resource allocation is fully utilized  

Operations Management Responsibilities 

• Deployment and Opportunity Record Maintenance – Manage the creation, maintenance, and closure of Deployment and Opportunity Records and ensure the correct people are notified of any changes/updates 
• License Order Processing – The ROS will become the license order process expert and will have primary responsibility for order completion, in tight timelines, while relying on multiple groups within SHI 
• Update and manage CRM with verification on Deployment and Opportunity Registration statuses 
• Manage internal and external queries and collaborate with Sales teams, partner managers and internal stakeholders 

• Keep abreast of changes to Deployment and Opportunity Registration processes, procedures and T&Cs and communicating these to the wider business 
• Manage and coordinate portal logins for existing and new users 
• Assist with the tracking and management of Accreditations and Certifications for the SHI organization 
• Obtain relevant certifications when identified and required to support company partner accreditation status 
• Manage the email alias and respond to or distribute all inquiries by becoming the subject matter expert 

• Bachelor's degree
• Minimum 2-4 years of project management experience 
• 2+ years’ experience managing resources for a Professional Services organization 
• Minimum 5 years’ experience managing in a high paced matrix environment 

• Experiencing using Resource Management software 
• Experience dealing with cross-team dependencies, changing schedules, and constantly evolving requirements 
• English proficiency is required

• Excellent written and verbal communication skills 
• Excellent organization and time management skills 
• Strong entrepreneurial spirit; a desire and willingness to “do whatever it takes” 
• Client-oriented, professional services mind-set 

• Ability to multitask and effectively balance short term and long-term priorities 
• A strong team player with the ability to share information, offer support and provide guidance to internal departments 
• Good analytical skills 
• Ability to think outside the box 
• Ability to stay self-motivated and self-directed 
• Willingness to adapt to changing business and technical priorities 
• Ability to work in a fast-paced, high-performance team environment 
• Ability to work with deadlines 
• Meticulous attention to detail 
• Highly organized and methodical 

Preferred Skills/Qualifications 

• Bachelor’s Degree or equivalent work experience  
• ServiceNow experience (as a user of the platform) a plus 
• Additional experience within the IT field a plus 

• Extended hours may be required infrequently or at the end of the quarter (March, June, September, December) 

• The estimated annual pay range for this position is $60,000 - $85,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending. 

• Equal Employment Opportunity – M/F/Disability/Protected Veteran Status