Job Description

Perform day-to-day resource management work activities using NASI Resource Management standards, processes, methodologies and systems. Coordinate with the managers in Field Service Operations, Service Delivery Operations and overseeing program/project managers to assess and agree on internal management assignments and changes. Acquire, assess, and deploy internal resources with the right skills at the right location, time, and cost to achieve an optimal resource mix and use of skills to realize the profitability goals of the NASI organization while meeting customer objectives. Provide subject matter expertise related to deployment, demand, capacity, utilization and operations planning. Collaborate with operations, sales, and project management to plan, forecast, and deliver effective resources to execute pre- and post-sales projects. Build resource pyramids in collaboration with sales engineers on common types of projects. Identify gaps in availability and skills that are needed to fulfill customer commitments. Identify trends in skill set needs based on sales pipeline. Analyze future demand for resource skills and recommend skill development activities to prepare employees for future client requirements.

Primary Roles and Responsibilities:

• Execute NASI Resource Management standards, processes and methodologies in a consistent manner for project coordination activities.
• Acquire and deploy PMO and field service operations talent (internal and staff augmentation) required to deliver project/program or pre-sales service requests needed to meet client SLAs.
• Act as escalation point for all resource management issues and facilitate resolution.
• Provide subject matter expertise related to deployment, demand, capacity and utilization forecasting.
• Recommend qualified and experienced internal or staff augmentation talent to meet specific project objectives and requirements.
• Influence the labor mix (skill structure, low cost resource usage, and chargeability) to support business objectives.
• Ensure holistic view of profitability, cost, and skill-set to determine optimal labor mix for client delivery needed to meet client SLAs.
• Maintain talent database to meet timeliness and quality standards.
• Balance the demand for resources with the supply taking into consideration skills, level of experience, geographic location, developmental objectives of the resources, and financial impact.
• Identify gaps in availability and skills that are needed to fulfill customer commitments and escalate to NASI operations and PMO leadership.
• Analyze future demand for resources based on staffing needs of existing projects, probable pipeline opportunities, and future needs to support presales opportunities.
• Analyze future demand for resource skills and recommends skill development activities to prepare employees for future engagement requirements.
• Provide input to operations management to aide in acquiring, assessing, developing, retaining and deploying project management resources with the right skills at the right time, place and cost to effectively fulfill client engagement requirements.
• Achieve performance targets established by leadership for applicable Key Performance Indicators.
• Perform other duties as assigned by management.

Knowledge, Skills, Abilities

Initiative - Does more than is required or expected in the job; does things that no one has requested that will improve or enhance products and services, avoid problems, or develop entrepreneurial opportunities. Plans ahead for upcoming problems or opportunities and takes appropriate action. Does things before being asked or before the situation necessitates action (i.e., forced to by events). Recognizes and acts upon opportunities. Digs beneath the obvious to get at the facts, even when not asked to do so.

Attention to Detail - Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently. Provides information on a timely basis and in a usable form to others who need to act on it. Double-checks the accuracy of information and work product. Carefully monitors the details and quality of own and others’ work. Expresses concern that things be done right, thoroughly, or precisely.

Basic Computing Skills - Demonstrates the ability to use information technology to receive and share information as an active member of the organization and to accomplish position responsibilities successfully. Demonstrates proficiency in the use of software applications required for the position.

Business Acumen - Interprets situations and events from a business standpoint in order to make decisions that are consistent and congruent with the organizations strategic direction and goals. Increases cooperation and communications between departments. Demonstrates knowledge of market and industry trends and key industry leaders. Demonstrates knowledge in current policies, practices, trends, technology, and information affecting one’s business and organization.

Time Management - Uses his or her time effectively and efficiently; concentrates his or her efforts on the most important priorities; adeptly handles several tasks at once. Realistically estimates time and resource requirements on projects. Anticipates and adjusts for problems and roadblocks. Effectively shifts priorities and multi-tasks on projects. Anticipates impact of environment and situations on projects and plans how to compensate for the unexpected. Investigates possible roadblocks and develops contingencies to redirect tasks so momentum is not lost.

Education/Experience Requirements

• Bachelor’s Degree preferred
• 5+ years of deployment, operations and resource management experience
• Demonstrates proven record of talent and resource deployment roles within a professional services industry and/or support service areas, or large corporate environment, are preferred.
• Demonstrates considerable abilities and/or a proven record of success with performing in a role leveraging and utilizing technology applications to manage talent resources (i.e. internal forecasting tools, SalesForce, Service Now, ERPs).
• Experience utilizing Service Now’s resource management capability is desirable.
• Strong computer software skills in MS Office, Excel, PowerPoint and Adobe.
• Demonstrates considerable abilities and/or a proven record of success with performing in a role that emphasizes:
• Verifying staffing demand forecasts are adjusted to correspond with associated pipelines.
• Collecting preliminary team framework and tracking opportunities from proposed to sold status.
• Analyzing and synthesizing reporting, determining actionable items and developing and executing action plans (e.g. Availability, unfulfilled demand and utilization).
• Initiating and participating in discussions concerning resources that have been difficult to staff and/or demonstrated performance/skill deficiencies, including providing operations leadership with fact-based information to manage client risk and support remediation.
• Leveraging an understanding of the qualifications, credentials, and development needs of the delivery resources within the operations organization.
• Analyzing staff utilization to avoid under/over utilization of staff, providing recommendations and initiating discussions with operations management to implement contingency plans.
• Demonstrates considerable ability in managing multiple work streams; excelling within a fast-paced, evolving environment that emphasizes working effectively within tight deadlines.
• Proven track record utilizing analytical skills through troubleshooting and evaluating of various systems and tools, including Microsoft Excel and PowerPoint.
• Knowledge of project disciplines and technical skills required to deliver telecommunication professional services.
• Adequate business skills to evaluate financial impact of staffing alternatives.

Supervisory Responsibility

Lead team of Resource Coordinators

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