Operational Analyst

ABM US•Boston, MA

6h•$65,000 - $75,000

About The Position

The Operational Analyst is a key role responsible for managing account Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) through the analysis of Computerized Maintenance Management Systems (CMMS) and other relevant systems. This position plays a crucial role in providing data-driven insights and reporting to clients and internal stakeholders to support decision-making and drive operational efficiency.

Requirements

Bachelor's degree in business administration, Operations Management, Data Analytics, or a related field.
Proven experience in operational analysis, preferably in a facilities management or related industry.
Strong analytical and problem-solving skills, with the ability to collect, interpret, and synthesize complex data.
Proficiency in using CMMS and other data management systems. Knowledge of data visualization tools is a plus.
Excellent communication and presentation skills, with the ability to effectively convey complex information to both technical and non-technical audiences.
Strong attention to detail and ability to work with large data sets.
Ability to collaborate and work effectively with cross-functional teams and stakeholders at all levels.
Proactive mindset with a focus on continuous improvement and driving operational excellence.
Knowledge of key performance metrics and service level agreements in the facilities management industry.
Proficiency in Microsoft Excel, PowerPoint, and other relevant software applications.

Nice To Haves

Advanced degree or relevant certifications are a plus.
Knowledge of data visualization tools is a plus.

Responsibilities

KPI and SLA Management: Monitor and analyze account KPIs and SLAs to ensure compliance and identify areas for improvement. Establish benchmarks, track performance, and provide regular reports to clients and internal stakeholders.
Data Analysis: Utilize CMMS and other relevant systems to collect and analyze operational data. Identify trends, patterns, and anomalies to uncover insights and opportunities for process improvement, cost reduction, and enhanced service delivery.
Reporting and Communication: Prepare and present reports, dashboards, and presentations to effectively communicate operational performance, trends, and recommendations to clients and internal teams. Ensure accurate and timely delivery of reports according to agreed-upon schedules.
Process Optimization: Collaborate with cross-functional teams to identify and implement process improvements based on data analysis and best practices. Streamline workflows, reduce operational inefficiencies, and enhance overall performance. Continuous Improvement: Proactively identify opportunities for operational excellence and drive initiatives to enhance productivity, quality, and customer satisfaction. Leverage data analysis to identify root causes of issues and develop actionable solutions.
Client Relationship Management: Act as a primary point of contact for clients regarding operational performance and analysis. Foster positive relationships, address concerns, and provide exceptional customer service to ensure client satisfaction.
Systems Enhancement: Collaborate with IT and other relevant teams to enhance the functionality and usability of CMMS and other systems. Provide input and feedback on system enhancements, upgrades, and integrations to support data analysis and reporting needs.
Training and Support: Develop training materials and provide support to internal teams on data collection, analysis, and reporting processes. Ensure proper use of systems and adherence to data governance policies.
Industry Research: Stay updated on industry trends, best practices, and emerging technologies related to operational analysis and data management. Share insights and knowledge with the team to drive continuous improvement.
Documentation and Documentation: Maintain accurate documentation of processes, methodologies, and analysis techniques. Create and maintain standard operating procedures (SOPs) to ensure consistency and efficiency in operational analysis and reporting.