Operations Analyst

About Caylent

Caylent is a cloud native services company that helps organizations bring the best out of their people and technology using Amazon Web Services (AWS). We provide a full-range of AWS services including workload migrations and modernization, cloud native application development, DevOps, data engineering, security and compliance, and everything in between.

At Caylent, our people always come first. We are a global company and operate fully remote with employees in Canada, the United States, and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien!

The Mission

We are looking for a sharp, analytical, and collaborative candidate to join our Service Delivery Operations team as an Operations Analyst. In this role, you will support end-to-end operational workflows—including project setup, staffing coordination, forecasting, and data analysis—while ensuring adherence to delivery processes and standards. The ideal candidate is highly organized, proactive, and comfortable partnering with cross-functional leaders to drive operational accuracy and project success.

This is an excellent opportunity for someone looking to grow professionally in a fast-paced, data-driven, and team-oriented environment.

Your Assignment

• Identify, document, and execute process improvements to enhance the efficiency and effectiveness of resource management, operational workflows, and cross-functional coordination.
• Prepare and maintain detailed staffing and operational reports, including utilization, availability, productivity, forecasting, pipeline needs, trend analysis, and hiring recommendations.
• Partner with department heads, Practice Directors, and project teams on resource planning, reporting, staffing recommendations, and tooling support to ensure clarity on engagement status and delivery capacity.
• Perform end-to-end operational tasks across the project lifecycle, including Sales-to-Delivery handoff coordination, resource planning and assignments, project setup in Certinia PSA, project closeout, time-tracking oversight, and account/engagement data updates.
• Monitor adherence to delivery processes and frameworks, ensuring accurate time-tracking, status reporting, and compliance with project standards; provide reporting and insights to leadership.
• Retrieve, analyze, and update data used for standardized performance metrics, forecasting, and ongoing service-delivery operations, ensuring reliable insights that support decision-making.
• Owns weekly and monthly reporting cadences related to capacity, staffing and forecasting, proactively staffing risks and trends to leadership.

Your Qualifications

• Bachelor's degree in Business Administration, Human Resources or a related field.
• At least 3-5 years of work experience in business operations or resource management, staffing or related role.
• Excellent organizational and analytical skills to ensure data accuracy and compliance.
• Strong communication skills with the ability to work with staff and leadership across functional-departments to complete tasks.
• Experience with Certinia PSA and Salesforce to manage staffing requests, sales data, revenue forecasting, timecard processing, and operational reporting.
• Strong analytical skills with knowledge of utilization metrics, capacity calculations, forecasting, and the ability to take action based on trends and insights.
• Comfortable with reporting tools such as Power BI and adaptable to new technologies/software for reporting and analytics.

Preferred Qualifications

• Ability to develop templates and standards around project setup and engagement compliance.
• Familiarity with Google Sheets and/or Excel advanced functionality.
• Knowledge of project delivery workflows, resource planning tools, and operational project lifecycle processes.
• Knowledge of using GenAI tools to analyze operational data, generate insights, and support data-driven decision-making.

Benefits

• 100% remote work.
• Equitable Life - Hybrid Plan.
• 100% Premium Coverage for the employee and dependents.
• Competitive phantom equity.
• Long-Term Disability.
• 4% Pension match (employer contribution).
• Unlimited Vacations.
• Sick Leave.
• Paid Holidays.
• Parental Leave.
• Paid for exams and certifications.
• Peer bonus awards.
• State-of-the-art laptop and tools.
• Equipment & Office Stipend.
• Individual professional development plan.
• Annual stipend for Learning and Development.
• Work with an amazing worldwide team and in an incredible corporate culture.

Key skills/competency

• Operations Management
• Resource Planning
• Data Analysis
• Forecasting
• Process Improvement
• Certinia PSA
• Salesforce
• Power BI
• Reporting
• Cross-functional Collaboration