Operational Analyst – Onsite 5086
Location: Alpharetta, GA (In-Office Required)
Employment Type: Full-Time | Exempt | Salary
The Operational Analyst is a highly visible, in-office role reporting directly to the Director of Operations & Compliance. This position exists to enforce operational discipline, consistency, and accountability across time tracking, utilization, and service delivery performance.
This role is not administrative support in the traditional sense. The value of the position is driving better behavior, stronger utilization, and better operational decisions through accurate data, direct follow-up, and consistent enforcement of standards.
You will act as a trusted operational right hand to leadership—owning the collection, validation, interpretation, and human follow-through of key performance data across service teams.
Key Responsibilities
Utilization & Time Analysis
- Own end-to-end tracking and analysis of technician utilization, billable percentage, and effective labor usage
- Audit time entry quality for accuracy, completeness, and compliance across all service teams
- Identify underutilization, time leakage, and misallocated labor
- Analyze labor distribution by technician, client, contract type, and service category
- Proactively flag trends, anomalies, and recurring compliance issues
PSA Data Ownership & Reporting
- Extract, normalize, and validate operational data from PSA systems (primarily ConnectWise)
- Maintain simple, reliable dashboards and recurring reports, including:
- Utilization percentages
- Non-billable time categories
- Ticket volume and aging relative to labor consumption
- Agreement-level labor and usage trends
- Enforce data integrity standards and directly address incomplete, inconsistent, or inaccurate data
Accountability & Follow-Through
- Conduct regular check-ins with technicians and service staff who are out of compliance
- Reinforce time entry, utilization, and operational expectations
- Deliver objective feedback based on data—not opinion
- Escalate repeat noncompliance to service management and leadership when necessary
Operational Insights & Recommendations
- Identify inefficiencies related to:
- Time entry behaviors
- Ticket routing and dispatch practices
- Escalation patterns
- Project versus support labor mix
- Translate operational data into clear, actionable recommendations
- Maintain a results-oriented mindset focused on “what to fix” and “where to look,” not academic analysis
Financial & Leadership Alignment
- Support leadership by translating operational metrics into business impact
- Assist with:
- Agreement margin visibility
- Labor allocation insights
- Capacity planning and workload awareness
- Ensure leadership confidence in the accuracy and usability of operational data
Continuous Improvement
- Standardize daily, weekly, and monthly operational reporting cadence
- Improve KPI definitions and measurement consistency across teams
- Support lightweight automation of reporting and data workflows where practical
What Success Looks Like
- Higher and more consistent time-entry compliance
- Improved and stabilized utilization across service teams
- Reduction in unexplained or unmanaged non-billable hours
- Clear, trusted visibility into labor usage by client and service line
- Leadership actively using data to drive operational decisions
Qualifications & Experience
- 1–3 years of experience in one or more of the following:
- Operations
- Business analysis or analytics
- HR operations
- Accounting or finance support
- Consulting or professional services administration
- Experience in a professional services or time-tracked environment strongly preferred
- Exposure to PSA tools (ConnectWise, Autotask, etc.) is a plus but not required
Skills
- Advanced Excel and spreadsheet proficiency (required)
- Ability to work confidently with imperfect or inconsistent data
- Strong data organization, validation, and summarization skills
- Familiarity with BI or reporting tools (Power BI, Tableau, BrightGauge) is a plus
- High attention to detail with low tolerance for sloppy or missing data
Traits & Work Style
- Strong sense of ownership and accountability
- Confident, direct communicator comfortable following up and asking difficult questions
- Willing to respectfully call out inefficiency and noncompliance
- Organized, analytical, and pragmatic
- Works independently, moves quickly, and exercises sound judgment
- Comfortable being highly visible and closely aligned with leadership
