Why SoftwareOne? Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareOne employees are energized, agile and are laser passionate about delivering special Customer Happiness and results. Our leaders empower and encourage their teams and provide a working environment that delivers incredible levels of Employee Happiness. We are Low ego. Our leaders operate with a high level of Team but can work at Speed lead change in a global economy. We are a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support our approximately 65,000 customers in their digital transformation The role Service Operations Analyst Scope: Full-time | Hybrid | Costa Rica - Guadalajara We are seeking a highly motivated Service Operations Analyst to drive operational insight, continuous improvement, and service delivery excellence across our consulting practice. You’ll work at the intersection of operations, finance, resource management and project management, bringing data to life, identifying performance trends, and enabling decision-making that enhances client satisfaction, delivery quality, and operational efficiency. Role & Responsibilities Monitor and analyze key service delivery metrics (utilization, margin, forecasts, resourcing, project health, etc.) to drive insights and performance improvements. Monitor financial performance of key project portfolios, ensuring alignment with margin targets, budget controls, and billing milestones. Partners with project managers and delivery leads to proactively addressing financial risks, optimizing resourcing, and driving margin improvement strategies. Identify opportunities for automation, process improvements, and tooling enhancements to improve service consistency and operational agility. Prepare operational reviews, and executive-level reporting to enable transparency and accountability. Monitor and update resource forecasts based on real-time project input, supporting proactive capacity planning and demand-supply balancing. Support forecasting and capacity planning by providing data-driven recommendations and scenario modeling. Assist in the review and processing of contractual documents to support new project onboarding, ensuring compliance with internal policies and alignment with client requirement. Collaborate cross-functionally with PMO, Operations, Resource Management, Finance and Service Line Leads to align operations with business priorities and drive strategic initiatives forward. Success Criteria Enables early identification of margin risks on 90%+ of active projects by surfacing trends through variance and forecast analysis. Supports margin improvement initiatives that result in a measurable increase (e.g., 3–5%) across a defined portfolio or service line. Monitors and Maintains 98%+ data accuracy across project and resource records in PSA/ERP systems. Reduces recurring operational inefficiencies (e.g., manual rework, data discrepancies) by implementing sustainable process improvements. Organizational Alignment The Service Operations Analyst is a key member of the Operations and Service Delivery organization, aligned to a shared vision of driving operational excellence, data-driven decision-making, and scalable service delivery. This role reports directly to the Service Operations Leader and plays an integral part in supporting the success of project delivery teams and the overall consulting practice. The Analyst will collaborate closely with: Project Managers and Delivery Leads – to support project financials, resource planning, and delivery health tracking. Finance and Accounting – to align forecasts, support accurate invoicing, and ensure revenue and cost controls. Resource Management - to maintain accurate capacity plans and enable effective staffing. Practice and Portfolio Leaders – to provide operational insight that supports strategic planning and performance management. Together, this network drives alignment between operational execution and business outcomes. What we need to see from you Requirements Bachelor’s degree in Business Administration, Operations, Finance, Analytics, Project Management or a related field. 3–5 years of experience in a service operations, business analysis, or project operations role within a consulting, professional services, or technology-driven environment. Strong proficiency in Microsoft Excel (pivot tables, lookups, modeling) and experience with business intelligence tools (e.g., Power BI, Tableau). Hands-on experience working with PSA (Professional Services Automation) platforms such as ServiceNow, Microsoft Project Operations, etc. Demonstrated ability to interpret complex data sets and translate them into actionable operational insights. Excellent organizational and time management skills, with a strong attention to detail and data accuracy. Proven experience collaborating cross-functionally across Delivery, Finance, and Resource Management teams. Effective verbal and written communication skills, with the ability to present insights and recommendations to non-technical stakeholders. Preferred: Experience in a fast-paced, matrixed consulting or global services environment. Familiarity with project financials including revenue forecasting, margin analysis, and cost tracking. Understanding of project governance models, resource planning strategies, and delivery performance KPIs. Exposure to process improvement frameworks (e.g., Lean, Six Sigma) or systems thinking approaches. Certifications such as PMP, CAPM, ITIL, or related credentials are a plus but not required. Benefits: A unique culture with lived corporate values for an appreciative and supportive work environment. Opportunity to develop your potential in a personalized way and according to your objectives within the role. Economic incentive program for employee referrals for active positions. Spaces for leisure, celebrations and recreation for your physical and mental health. At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by local laws. Job Function Software & Cloud