[Hiring] Security Solutions Operations Specialist @GuidePoint Security

Role Description

This role involves managing the Security Solutions Salesforce Certinia Cases queue and ensuring efficient workflow of service requests.

• Oversee the intake and workflow of service requests submitted through Salesforce's case management system.
• Monitor cases as they are assigned to the queue and re-assign ownership to individual service agents.
• Create and maintain list views to manage the total workload and queue of cases.
• Ensure cases move efficiently through the workflow and are assigned to appropriate service agents for resolution.
• Assist with scoping activities, proposal development, and RFI/P responses under the guidance of senior consultants.
• Use internal tools to generate service quotes, help scope and track opportunities, and process and close opportunities.
• Respond promptly to internal and external inquiries for professional services.
• Understand and suggest ongoing process improvements for the presales service lifecycle.
• Interface with Technical leaders, practice delivery leads, and Sales Support Specialists daily.
• Document pre-sales processes and contribute content and methodologies to help the practice grow.
• Manage multiple streams of work in an organized and timely manner.
• Serve as a liaison between Customers, Vendors, and GuidePoint outside Sales Executives and Service Leaders.
• Document and maintain processes and procedures for presales workflow steps.
• Develop and maintain relationships with GuidePoint key Vendors and Customers.
• Attend regional/national forecast calls and perform pipeline analysis to ensure forecast accuracy.
• Serve as a liaison between GuidePoint Service Leaders, Contracts and Proposal Departments, and vendors to process, track, and manage service opportunities.
• Work with the team to analyze information and make decisions that benefit GuidePoint Security.

Qualifications

• Associate Degree or equivalent from a two-year college with a four-year degree in a relevant area of study or technical school preferred.
• Knowledge of Information Systems concepts required.
• Past Cyber Security operations, services, or proposal writing experience strongly desired.
• Must be self-motivated.
• Outstanding attention to detail and commitment to follow-through.
• Technical sales, professional service or consulting, and technical writing experience preferred.
• Ability to work well in a team environment.
• Prior experience with task management/Kanban tools and Customer Relationship Management (CRM) software is required.
• Experience with Jira and/or com preferred.
• Strong ability to multitask and understand processes quickly and efficiently.
• An unwavering positive attitude and a strong drive for results.
• Ability to deal with ambiguity is a must.

How to Apply

We're looking for someone who demonstrates exceptional attention to detail from the very start. Please submit your resume and a cover letter that highlights your experience with process improvement and quality assurance. To help us identify candidates who share our commitment to thoroughness, please include the phrase "Process Excellence" in your cover letter when describing your approach to operational improvement.

We use Greenhouse Software as our applicant tracking system and Zoom Scheduler for HR screen request scheduling. At times, your email may block our communication with you. Please be sure to check your SPAM folder so that you don't miss updates on your application.

Benefits

• Remote workforce primarily (U.S. based only, some travel may be required for certain positions).
• Group Medical Insurance options: Zero Deductible PPO Plan (GuidePoint pays 90% of the premium for employees and 70% for family plans) or High Deductible Health Plan with HSA (GuidePoint pays 100% of the employees premiums and 75% for family plans).
• Group Dental Insurance: GuidePoint pays 100% of the premium for employees and 75% of family plans.
• 12 corporate holidays and a Flexible Time Off (FTO) program.
• Healthy mobile phone and home internet allowance.
• Eligibility for retirement plan after 2 months at open enrollment.
• Pet Benefit Option.