My Role as an Operation Specialist in Professional Services at Esri
After my summer internship at Esri working on the Delivery Coordinator team, I was offered a full time position at Esri as an Operations Specialist on the Professional Services team.
I was thrilled to join Esri full time as I knew would continue to learn and grow at Esri being surrounded by inspiring people and innovative projects. I was filled me with excitement and gratitude!
Being on a new team within Professional Services was a significant and transformative experience. It offered me the opportunity to grow, acquire new skills, and broaden my professional horizons.
While I was a little nervous moving to a brand new team that brought with it a brand new scope of work, working as a Delivery Coordinator, I got to use a lot of the same applications like Salesforce and Kantata which helped when learning my new scope of work.
I was lucky enough to have networked (and work across the hall) with most of the Operation Specialists over the summer which made joining the team a lot smoother as well!
Now having been on the Programs Teams in Professional Services team for five months, here’s a glimpse into what it’s like to be an Operation Specialist at Esri.
What is an Operation Specialist in Professional Services
Professional Services contributes significantly to the functioning and success of Esri, working diligently to ensure that workflows and projects are executed with precision, efficiency, and innovation. Working as an operation specialist on the programs team I get a unique blend of problem-solving, teamwork, and continuous learning that allows me to play a crucial role in overseeing and optimizing various operational aspects within Esri.
A typical day as an operation specialist varies day to day but usually involves me using problem solving skills and teamwork to improve internal processes and identify trends. After an agreement for a program is made, the Operations Specialists are responsible for configuring and implementing the information and prices into Salesforce and making sure that the workflow is correct and running smoothly before sending off work breakdown structure requests for the next stage of workflow.
Some key aspects that define what it means to be an Operations Specialist at Esri are:
- Process Management: We are responsible for managing and improving internal processes for Esri programs. This includes identifying inefficiencies, streamlining workflows, and implementing changes to enhance overall efficiency and productivity within Salesforce and Kantata.
- Data Analysis: Analyzing data related to program operations. This may involve gathering and interpreting customer data to identify trends and make informed recommendations for process improvements and programs.
- Project Coordination: In many cases we are involved in coordinating projects that help with improving the backend process and workflows. This includes overseeing project timelines, allocating resources, and ensuring that projects are completed on schedule and within budget.
- Quality Control: Ensuring the quality of services is a big part of the role by implementing quality control measures, and working to maintain and improve the overall quality standards of the organization.
- Collaboration with Cross-Functional Teams: Operations Specialists often collaborate with teams across Professional Services. We work closely with Cost Analysis, Global Business Development account managers, advisors, and other teams to ensure smooth operations and alignment with overall business goals.
- Compliance and Risk Management: Monitoring and ensuring compliance with regulations and company policies is a key responsibility. We are involved in identifying and mitigating operational risks to protect the organization. If a program is at risk we work to figure out the issue of why and work to get this issue resolved.
- Customer Service and Satisfaction: Operations Specialists may be involved in aspects of customer service. This can include addressing operational issues with Advisors to help manage customer inquiries and ensuring a positive overall customer experience.
- Documentation and Reporting: Maintaining accurate documentation and generating reports are common tasks. We create reports on operational performance, project status, and other relevant metrics for management review.
- Continuous Improvement: Operations Specialists are tasked with driving continuous improvement initiatives. This involves staying updated on industry best practices, implementing new technologies or methodologies, and fostering a culture of continuous improvement within the organization.
- Communication and Coordination: Effective communication is crucial. Operations Specialists must communicate clearly with team members, and managers. This includes providing updates, addressing issues, and ensuring that everyone is on the same page.
Projects I Like to Take On
On top of my day-to-day activities I get the exciting opportunity to take on side projects that help improve the process of our work. I am currently engaged in two projects that revolve around cataloging team workflows and configuring an internal hub site for new information. I have been working with Senior Technical Advisors and Consultants to help configure a new Advisor Hub site for Advisors to add new information while making it easier to navigate for finding important key procedures and workflows. This will help to better successfully deliver an Advantage Program to customers!
This was my first exposure to HTML and CSS coding which was super fun to learn and also gave me a deeper understanding of the Advisor role and how I can best support this team. I have also been helping with a teams inventory restructure for the Teams channels to make it easier for internal Esri employees to find information about our programs. Going through and reading our team archives has helped me to understand my role and scope of work better which I can translate into my day to day work!
Check out Hub Site Here: Advisor Hub Site
Why I Love my Job
I love my position because it allows me to collaborate, improve my business skills and use problem solving skills to improve the processes of Professional Services.
Everyday looks a little different in terms of programs and projects that helps keep me engaged and continuously grow.
I'm able to keep learning from my team while also getting the chance to display what I have learned.
I love getting to engage in meaningful work and conversations that contribute to the success of Esri and look forward to my future journey at Esri!
Please leave any comments you may have about Professionals Services at Esri.