Caylent is an AI-first cloud services company that helps organizations turn ambitious ideas into meaningful business impact. As an AWS Premier Tier Services Partner and a charter member of Anthropic’s Claude Partner Network, we combine deep expertise in AWS, artificial intelligence, and Anthropic’s Claude platform to help customers modernize their technology, build intelligent products, and move AI from experimentation into production. Our capabilities span generative and agentic AI, cloud migration and modernization, cloud-native application development, data and analytics, DevOps, managed services, security and compliance, and customer experience transformation. At Caylent, our people always come first. We are a fully remote global company 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 * Pay in USD * 100% remote work * Generous holidays and flexible PTO * Competitive phantom equity * 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 NOTE: We’re unable to provide visa sponsorship now or at any time in the future. At Caylent, we are committed to fair, transparent, and inclusive hiring practices. As part of our recruitment process, we may use artificial intelligence (AI) tools or automated systems to assist with the screening and evaluation of applications to help match candidate qualifications with job requirements. These tools are designed to support — not replace — human decision-making. Final hiring decisions are always made by our trained recruitment professionals. If an AI or automated tool is used during your application process, it will only be in accordance with applicable laws and regulations, and your information will be handled in a secure and confidential manner. If you have any questions, please contact [email protected]  Caylent is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at Caylent.   We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at [email protected].