Professional Services Operations Specialist

GuidePoint Security provides trusted cybersecurity expertise, solutions and services that help organizations make better decisions and minimize risk. By taking a three-tiered, holistic approach for evaluating security posture and ecosystems, GuidePoint enables some of the nation’s top organizations, such as Fortune 500 companies and U.S. government agencies, to identify threats, optimize resources and integrate best-fit solutions that mitigate risk.

Role and Responsibilities:

• Manage the Security Solutions Salesforce Certinia Cases queue by overseeing the intake and workflow of service requests submitted through Salesforce's case management system. Monitor cases as they are initially assigned to the queue that matches the service offering, and re-assign ownership to individual service agents to work the case. 
• Create and maintain list views to manage the total workload and queue of cases, ensuring efficient tracking of workload and turnaround time. 
• Ensure cases move efficiently through the workflow and are assigned to appropriate service agents for resolution, while monitoring which internal users receive case email notifications.
• Assist with scoping activities, proposal development, and RFI/P responses under the guidance of senior consultants.
• Use internal tools and processes to generate service quotes, help scope and track opportunities, and process and close opportunities.
• Promptly responding 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 on a daily basis in a fast pace, engaging environment.
• Document pre-sales processes, contribute content, methodologies, and documentation to help the practice grow.
• Be able to 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 (as required) to process, track and manage service opportunities.
• Work with the team to analyze information and make decisions that benefit GuidePoint Security.

 Experience and Education:

• Associate Degree or equivalent from two-year college with 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
• Must have outstanding attention to detail and commitment to follow-through
• Entry-level experience with Identity and Access Management (IAM) concepts, tools, or platforms preferred
• Familiarity with IAM principles such as provisioning, de-provisioning, role-based access control (RBAC), and single sign-on (SSO) is a plus
• 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 Salesforce preferred
• Strong ability to multitask and understand processes quickly and efficiently
• An unwavering positive attitude, a strong drive for results, and the ability to deal with ambiguity are 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.

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Why GuidePoint?

GuidePoint Security is a rapidly growing, profitable, privately-held value added reseller that focuses exclusively on Information Security. Since its inception in 2011, GuidePoint has grown to