Operations Analyst
ACS Professional Staffing

• Location: Portland, Oregon
• Type: Contract
• Job #8066

Overview:

ACS Professional Staffing is looking for an employee to work on-site with our client. This Operations Analyst 2 position will assist the Conferencing Services program with evaluating, developing, and implementing processes, procedures, and policies. This position provides systems and customer service assistance for online virtual meeting platforms and conference room management/support. This Operations Analyst will also coordinate the daily operating system escalations related to staffing, reservation conflicts, room amenity/equipment concerns, and required service provider support. In addition, this position will assist various NW stakeholders with their SharePoint and Connection Sites by providing support/guidance for administrative functions, including improvement requests, permission levels, and adding required delegates. This full-time position is located in Portland, OR.

Responsibilities:

• Helps clients navigate the online technology options (Webcast, WebEx, VTC, Skype, etc.) within the agency to meet their needs for an online meeting.
• Assists with Agency WebEx meeting broadcasts:
• Schedules meetings, providing instructions, and technical support.
• Provides clients with an explanation and recommendation regarding the differences between WebEx meeting types (i.e. WebEx meeting, WebEx Training, WebEx Event).
• Maintains the Agency's 45 Video-Tele Conference (VTC) locations and schedules the VTC equipment using the Cisco TelePresence Management Suite.
• Analyzes work processes and functions that make up Conference Room Services.
• Collects and analyzes data for process improvement and cost reduction purposes.
• Identifies and makes recommendations to management for alternatives or options to maximize conference rooms and overall room utilization of these key agency assets.
• Plans, organizes, and conducts management surveys, studies, benchmarking, and special purpose projects. Works closely with managers and other service providers to implement recommended new or improved processes, procedures, and guidelines.
• Drafts reports which identify ineffective system management practices and problem areas where a need for improvement is indicated.
• Produces and/or presents information and findings in a variety of formats, i.e., reports, charts, diagrams, spreadsheets and other media.
• Based on research and analysis, develops preliminary recommendations to increase efficiency and effectiveness of departmental functions.
• Measures (via Customer Satisfaction Surveys) and performs analyses and reporting of various performance standards within the Conference Room 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).
• Researches and recommends methods/tools for data collection and reporting mechanisms as new information requirements are defined.
• Evaluates both individual organizations and overall needs of conference rooms. Based upon need and established criteria, assign 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, rooms may have special scheduling procedures that must be followed.
• Builds and provides room utilization queries and reports when requested by NW or other agency organizations to determine if a room is being properly utilized, which organizations utilize the room, and if the room should be taken offline for use.
• Collaborates with other organizations when a project or priority use room is requested; drafts a Service Level Agreement when necessary for manager review and approval.
• Attends and facilitates briefings, presentations, working groups, and task forces involving a wide range of Conference Room Services proposals concerning program changes, and obtaining customer feedback on recommended service improvements. Works to educate conference room user base and partner service providers through regular service request engagements, topic-driven training events, and one-on-one problem-solving events.
• Assists as technical subject matter resource and primary Point of Contact (POC) for the conference room scheduling system, all conference room amenities / equipment sets, the Conference Room Services (CRS) website, and all CRS SharePoint sites. Current equipment, software and application set includes:
• Outlook room reservation module
• Conference room Samsung monitors
• Conference room digital projectors
• SharePoint
• InfoPath
• Cisco Web Services (TelePresence, Management Suite, and WebEx)
• Assists the manager by providing guidance, direction, and training to Conference Room Services contracted staff.
• Helps facilitate the knowledge and skill set acquirements needed to support current and future operational requirements.
• Assesses day-to-day resource availability and provides recommendations regarding task and responsibility adjustments to the manager to balance workloads and support temporarily vacated positions and associated responsibility sets.
• Serves as a technical resource for the greater NW org in support and development of key projects / initiatives such as:
• SharePoint site creation and maintenance
• Website creation and maintenance
• Customer Feedback Survey development
• High level events (SUFS Fairs, AMM, Transportation Fairs, Science Bowl, All employee meetings)
• General analysis and project work
• Serves as the conference room liaison for the public, other federal agencies, and other private companies.
• Serves as point of contact (POC) and technical expert for customer project consultation and fulfillment of services.
• Confers with manager to select and estimate the appropriate equipment, staff, and material requirements; then schedules and coordinates the project, and necessary resources to meet the agreed upon delivery date.
• Identifies and presents the customer with service and production options that best fit their requirements while meeting operational cost and production efficiency goals.
• Serves as Workplace Services & Business Ops (NWP) organization POC concerning all conference room layouts, equipment sets, and cable management.
• Serves as production and workload POC for management team; compares production outputs to established volume, quality, and turn-time standards.
• Makes necessary recommendations for program adjustments and resource assignments to address demand in workload and emerging priorities. Verifies maximized equipment uptime and utilization with regular/scheduled maintenance and escalates break/fix situations through the established service-call process.

Requirements:

• A bachelor's degree in computer science, engineering, business management, organizational development (or related field) is preferred.
• 5 years of experience is required with an applicable bachelor's degree.
• 7 years of experience is required with an applicable associate degree.
• 9 years of experience is required without a degree or applicable degree.
• Experience should be consistent with the specific requirements of business and operations analysis and progressively more technical in nature.
• 2 years of Visio experience
• 2 years of experience with SharePoint
• 1 year of experience in website editing
• Demonstrate a working knowledge of Conference Room Management as it relates to:
• It's operating systems,
• Conference room amenities,
• Equipment trouble shooting.
• Valid U.S. Driver's License is required.

Work sponsorship is not available at this time. Third-party candidates will not be considered for this position.

ACS Professional Staffing will provide equal employment opportunities to all applicants without regard to the applicant's race, color, religion, sex, gender, genetic information, national origin, age, veteran status, disability status, or any other status protected by federal or state law. The company will provide reasonable accommodations to allow an applicant to participate in the hiring process if so requested.

If you have any questions about the job posting, please contact recruiting@acsprostaffing.com

If you have any questions about our Reasonable Accommodation Policy, please feel free to email hr@acsprostaffing.com

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