Administrator, Service Operations

Forterro•Ashburn, VA

About The Position

Workforce Management acts as the business partner for our worldwide Professional Services organization and is responsible for workforce planning, analysis, and project staffing. It is the key contact for all matters related to the allocation of resources to projects. Through optimal allocation of resources, high responsiveness to ever-changing priorities, and effective reporting combined with goal-oriented advice, we contribute to the success of our organization and act as a trusted business partner to the management team.

Requirements

You have a Bachelor’s degree and 3–6 years of experience in Consulting, Project Management, or ideally Workforce Management.
You are fluent in English, with Polish or Swedish as a plus, and proficient in MS Office (especially Excel); experience with Certinia PS Cloud is an advantage.
You demonstrate strong customer service and problem-solving skills, accuracy with data, and the ability to learn quickly.
You thrive in a fast-paced environment, manage multiple tasks effectively, and work collaboratively with peers.
You understand business priorities, make sound decisions, and have a solid grasp of consulting fundamentals in a software environment.

Nice To Haves

Polish or Swedish as a plus
experience with Certinia PS Cloud is an advantage

Responsibilities

Manage capacity and allocate consultants to projects.
Respond quickly to new resource requests from internal customers (Project Managers, Business Leads) and keep statuses updated in PSA.
Achieve fast resolution by identifying and scheduling the right resource using the skills database, available data, and collaboration with colleagues.
Work closely with management stakeholders to assign consultants to projects.
Stay aligned with Business Leads, Service Operations Managers, and Project Managers by communicating regularly, attending calls, and monitoring scope changes and priorities.
Collect and update new project plans from Project Managers as needed and keep system data accurate.
Help the team achieve utilization goals by ensuring resources are fully engaged and identifying work to fill gaps.
Use available reports to measure utilization and escalate to your manager if resources cannot be fully utilized.
Track, monitor, and optimize utilization across the consultant community.
Review and monitor overhead activities including PTO, training, administrative time, and bench time.
Work cross-functionally with peers in other Lines of Business to support resource requests.
Collect relevant facts for escalations in case of conflicts (multiple customers needing the same resource) and communicate to your manager.
Partner with managers to support career progression for consultants, including allocation to prescribed training or job shadowing.
Follow Workforce Management processes and recommend improvements when opportunities arise.