Service Operations Project Analyst

Job Description

Job Description

Description

The Service Operations Project Analyst is responsible for leading the analytical and coordination work behind special projects, workforce planning, recurring Service Operations programs, and continuous-improvement opportunities. The role helps Service Operations leadership move from an identified need or opportunity to a structured, fact-based course of action by researching issues, developing options, analyzing data, coordinating stakeholders, building reporting, and planning tools, and recommending improvements. 

The Analyst also owns technician headcount analysis that feeds - planning and forecasting, translating current staffing, attrition, hiring plans, workload, and business growth assumptions into forward-looking capacity requirements that support Service leadership decisions and CAT reporting. In addition, the role stewards key operational programs, performance reporting, incentive plans, and SOP processes. This is a project, planning, and analytical role and is expected to actively identify opportunities, surface risks, and improve how Service Operations plans and executes work.

The incumbent in this position is expected to model the following practices on a daily basis: 

1. Demonstrate alignment with the company's mission and core business values; 
2. Collaborate with key internal/external resources;
3. Participate in ongoing self-development.

Essential Functions

• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission.

Special Projects & Service Operations Improvement

• Lead the analytical and coordination work for special projects and emerging opportunities identified within Service Operations.
• Define the issue or opportunity, gather relevant facts, research alternatives, identify stakeholders, and structure the work needed to move from concept to recommendation.
• Develop project plans, analysis, decision support, pilot structures, reporting, and implementation support appropriate to the scope of the initiative.
• Coordinate cross-functional participation, maintain visibility to progress and barriers, document decisions, and develop recommendations for leadership review.

Technician Workforce Planning & Forecasting

• Own the analytical process for technician headcount planning and forward-looking capacity forecasting across Service Operations.
• Maintain current-state technician headcount views by location, business segment, supervisor, skill category, or other relevant operating structure.
• Develop and maintain short- and long-range forecasts incorporating expected business growth, workload demand, attrition, recruiting capacity, apprentice or pipeline programs, transfers, and other known staffing changes.
• Translate workforce plans into clear hiring and capacity requirements by period and provide leadership with visibility to gaps between current staffing and future need.
• Maintain the Service Operations workforce inputs and supporting analysis required for CAT reporting and planning, including validation of assumptions and reconciliation of forecast changes.

Operational Analytics & Performance Reporting

• Prepare and maintain recurring operational reporting across key service metrics, programs, and processes.
• Gather, validate, structure, and reconcile data from multiple sources to improve reporting accuracy, consistency, and usability.
• Analyze work-order, staffing, productivity, and operating-behavior data to identify trends, outliers, recurring failure modes, emerging capacity constraints, and opportunities for improvement.
• Translate data into concise observations, forecasts, and actionable insights for Service Managers and senior Service leadership.

Program Stewardship & Incentive Administration

• Steward assigned Service Operations programs from research and design through recurring administration, reporting, stakeholder coordination, and continuous improvement.
• Own the operating process for assigned incentive and recognition programs, including measurement criteria, calendars, scorecards, calculation support, communication, review materials, and payout readiness.
• Maintain transparent program definitions, source data, documentation, and recurring deliverables; identify issues and recommend stronger iterations.
• Coordinate with Finance, Human Resources, Compensation, Product Support, and operational leaders as required while preserving leadership decision rights.

SOP & Process Governance

• Partner with operational leaders and process owners to document, maintain, and improve Service Operations SOPs and supporting process documentation.
• Maintain version control, ownership, review cadence, and centralized access to current Service Operations documentation.
• Coordinate communication and training associated with new or revised SOPs and processes.
• Measure adoption, identify gaps or inconsistent execution, and provide visibility and recommendations to leadership. Operational leaders retain responsibility for compliance and enforcement.

Leadership Insight & Continuous Improvement

• Provide structured analysis, forecasts, project updates, and recommendations to Service Operations leadership to support decisions and prioritization.
• Explore operational questions that do not yet have an established report or process; develop the data, framework, or tool necessary to create useful visibility.
• Challenge inefficient, unclear, or outdated processes with fact-based observations and practical alternatives, and continuously improve assigned projects and programs rather than treating recurring work as static administration.
• Perform other special projects, workforce-planning analysis, reporting, and Service Operations improvement work as assigned.
• Requires regular and punctual employee attendance.
• Works safely and adheres to all applicable safety policies; complies with all company policies, procedures, and standards.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities

• Strong analytical judgment with the ability to move from an undefined business question to structured analysis, insight, recommendation, and follow-through.
• Strong spreadsheet, forecasting, reporting, and data-organization skills; ability to build and maintain planning models and learn business intelligence and enterprise reporting tools.
• Ability to understand operational workflows, staffing models, and service demand, and identify relationships between workforce capacity, process, behavior, and performance.
• Ability to manage special projects alongside recurring programs, reporting cycles, deadlines, and ad hoc priorities.
• Strong written and verbal communication skills, including the ability to simplify complex analysis and clearly present assumptions, risks, and recommendations to operational leaders.
• High ownership mentality, curiosity, sound judgment, and the ability to work independently in ambiguous situations without exceeding defined decision authority.
• Ability to build productive working relationships across Operations, Finance, Human Resources, Talent Acquisition, Sales, Product Support, ProTech, and other support functions.
• Comfortable operating in a fast-paced, evolving environment where projects or processes may begin with incomplete information and require structure to be developed.

Requirements

Education and Experience: 

• High school diploma or equivalent required; Bachelor's degree in business, operations, analytics, finance, information systems, or a related field preferred; equivalent relevant experience may be considered.
• 3-5 years of experience in operations, business analysis, project/program coordination, workforce planning, reporting, or a related role.

Supervisory Responsibilities: 

• None.

Travel:  

• Routine travel is not expected. Limited travel to service locations or project meetings may be required based on business need.

Physical Requirements: 

• Extended periods working at a computer and using standard office equipment.
• Frequent communication with employees and leaders requiring accurate exchange of information.
• Occasional movement within office, shop, or yard environments and occasional transport of items weighing up to 15 lbs.
• Requires daily awareness of and adherence to safety requirements when entering shop, yard, or operational environments.

Work Environment: 

• Work is primarily performed in a professional office environment with periodic exposure to shop or service environments.
• Frequently works at a fast pace with competing priorities and unscheduled interruptions.

Disclaimer: 

Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.