At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.
The Resource and Workforce Management organization is responsible for assigning the right people to the right projects at the right time, across all Palo Alto Networks territories. The group is responsible for managing employees currently in the workplace and determining hiring needs based on the cumulative project-based needs of the business. For the global Palo Alto Networks Professional Services and Customer Success businesses, the group coordinates capabilities and workload across the entire Palo Alto Networks Professional Services business, coordinates capabilities and workload through the use of Professional Services Automation systems, data analysis and forecasts supply and demand of skilled resources on a dynamic basis. For the global Technical Assistance Center, the group uses scheduling and forecasting tools to determine optimal scheduling and and workforce sizing to meet the needs of Palo Alto Networks Support Customers for case flow from all channels, across multiple specialized groups.
Professional Services/Customer Success
Ownership of the process and model to determine work force sizing across all Palo Alto Networks regions
Collaborate with Executive leadership and Finance to determine staffing needs based on supply, demand and skills
Leads distributed team that facilitates the fulfillment of staffing requests and prioritizing resource requests, working with Project Managers and other team members to ensure the right staff assignments are made in right timeframes
Identify underutilized resources and raise attention to Project Managers and PS Managers for work assignment
Lead/Attend executive level Resource Staffing & Interlock status meetings - prepare and distribute materials, and capture all follow up actions and notes
Onboarding and Management of Subcontractor vendors for PS staff augmentation
Analyze data and develop specialized reports on resource needs, conflicts and over/under allocations to drive better business practices and increased utilization
Owns internal processes as needed for project control, operations review and Professional Services support
Owns the Skills Matrix in the Professional Services Automation system; adding or removing skills as the business evolves
Provides forecast reports derived from project skill demand to determine staffing and training needs for Professional Services to Finance and Executives
Assesses skill gaps created by the addition of new products and technologies, or new types of projects
Develop, modify and document Resource Management processes using collaboration tools
Conduct research to identify alternate staffing solutions and/or, alternate processes for improvement
Lead the team that prepare and publish schedules for global Technical Assistance Center staff The team is responsible for:
Schedule off phone activities such as meetings and special training courses to ensure optimal staffing
Monitor and maintain the daily service level and productivity objectives; Optimize and adjust schedules as necessary to achieve TAC goals
Ensure schedules are published in a timely manner
Review schedule change requests to ensure they meet business objectives and ensure proper staffing levels. Also, review schedule discrepancies and update schedules accordingly
Responsible for administration and configuration of the users and the integrity of the data within the WFM system, including Users scheduling unit, shift accuracy as well as metrics data such as Interaction Volumes, AHT and ASA
Recommend overtime shifts/hours based on need by day including weekends and holidays
Work directly with TAC leaders at director and above level to:
Prepare and analyze call volume forecasts and staffing plans
Develop and generate interval, daily and monthly reports; analyze short-term and long-term interaction arrival patterns and trends and make staffing recommendations to TAC management
Regularly meet with TAC management team to assess business needs and scheduling requirements
Maintain full-time and partner staff resources to meet shift coverage requirements
Compare results to forecast and identify opportunities for improvement
Produce interaction volume forecasts on a daily, weekly, monthly and annual basis
Provide What-If staffing scenarios based on proposed changes
Recommend, organize, develop and help implement process improvements using experience and facts to support
Develop ad hoc reports at the request of leadership and other key stakeholders
Research and analyze data to provide insights into team performance. Perform root cause analysis to determine and explain variances in performance
Produce dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs
Provide real-time and historical contact center data to the management team, including key performance indicators such as AHT, Shrinkage, Adherence, Service Level, etc., working closely with them to proactively identify ways to improve
BS or Business bachelor’s degree
5+ years in customer-facing technology services projects in a Resource Management capacity including understanding of Professional Services consulting business in a technology product and/or services company
Experience in Workforce management in a technical contact center environment
Exceptional communication, influencing and analytical skills
Strong oral presentation, listening and influencing skills
Proven collaboration skills
Familiarity with forecasting processes and tools
Requires managing the process worldwide, so must be willing to work outside normal local work hours on occasion
Experience using a Professional Services Automation tool to manage projects, skills and resources
Ability to make assessment and judgment calls quickly and accurately
Strong analytical ability
Advanced PC literacy
Advanced Excel skills
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. To learn more about our dedication to inclusion and innovation, visit our Life at Palo Alto Networks page and our diversity website.
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
Additionally, we are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected]
All your information will be kept confidential according to EEO guidelines.