JOB SUMMARY:

　　The Client Operations Specialist provides user support to field offices on Securitas propriety systems, commercial software and hardware packages, as well as resolve system and technical questions. This role provides Level 2 troubleshooting support to the Securitas Service Desk. In addition, the Specialist conducts web-based and/or video presentation-based training to end users in the effective use of the systems and facilitate video presentations to existing/potential clients on the value and benefits of Securitas propriety systems.

　　ESSENTIAL FUNCTIONS

　　Provide user support to field offices on Securitas propriety systems.

　　Provide support on Digitalization Initiatives.

　　Provide Level 2 troubleshooting support to the Securitas Service Desk.

　　Assist with administering user access & tasks for Securitas CRM systems and Client Operations applications.

　　Facilitate Web based and/or video presentation-based training to end users on commercial and proprietary software including platform training, phone support and direct help onsite in field offices.

　　Provide video presentations to existing and potential clients on the benefits of Securitas propriety systems

　　Analyze field office processes to identify more efficient operational procedures and better utilization of new systems.

　　Interpret/translate needs and issues between the field offices and operating centers.

　　Create training documentation, end-user manuals, web-based training documentation and PowerPoint presentations.

　　Contribute by adapting and improving existing and processes and systems.

　　Perform tasks and duties of a similar nature and scope as required for assignment.

　　MINIMUM QUALIFICATIONS AT ENTRY

　　Additional qualifications may be specified and receive preference, depending upon the nature of the position.

　　Education/Experience:

　　Bachelor's Degree in business, Computer Science, or related field. Plus, one year progressively responsible experience or one year of equivalent experience

　　Minimum 1 year of experience in training, teaching, or support role

　　Demonstrated knowledge of computer systems, particularly Microsoft suite or equivalent

　　Experience using a Help Desk Ticketing System (i.e. -ServiceNow, JIRA, ZenDesk) strongly preferred

　　Experience with TrackTik Security Workforce Management Software or similar preferred

　　Knowledge of mobile patrol and/or onsite guarding operations a plus

　　Competencies (as demonstrated through experience, training, and/or testing ):

　　Strong customer and results orientation.

　　Technical aptitude and ability to analyze complex data and develop recommendations and solutions.

　　Planning, organizing and time management skills.

　　Ability to work to strict deadlines and carry out multiple assignments concurrently.

　　Ability to work on diverse assignments with short-term time horizons.

　　Require limited supervision with periodic guidance and monitoring of work and deliverables.

　　Ability to independently determine course of action.

　　Skilled in the use of standard office productivity, training, and project management software.

　　Ability to communicate clearly, concisely, and persuasively.

　　Ability to deliver presentations to a live audience in person or via video.

　　Excellent interpersonal skills.

　　Ability to interact effectively at all levels and across diverse cultures.

　　Ability to be an effective team member.

　　Working Conditions and Physical/Mental Demands

　　With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions. In addition to other demands, the demands of the job include:

　　Manual / physical work: packing, shipping, setting up training equipment, computer setup

　　Frequent lifting and/or moving up to 10 pounds and occasionally up to 25 pounds

　　Computer usage

　　Frequent sitting

　　Regular talking and hearing

　　Close vision, distance vision, and ability to adjust focus

　　Directing, motivating, training, and coaching staff and customers in a positive manner

　　Must be available for after-hours support approximately 1 out of every 4 weeks (24 x 7)

　　Must be available to work a hybrid schedule consisting of reporting to the EOC or WOC a minimum of 3 days a week and working from home 2 days

　　Securitas is committed to diversity, equity, inclusion and belonging in the workplace.

　　All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable legally protected characteristic.

　　About Us

　　Securitas employees come from all walks of life, bringing with them a variety of distinctive skills and perspectives. United through our common purpose, we provide the security needed to safeguard our clients' assets and people. Our core values - Integrity, Vigilance and Helpfulness - are represented by the three red dots in the Securitas logo. If you live by these values, we're looking for you to join the Securitas team.

　　About the Team

　　Our Company Mission:

　　Securitas' mission is to protect homes, workplaces, and communities by providing the security services they need to protect their assets, safeguard their people, and maintain their ability to generate profits.

　　Our Values:

　　Securitas' core values - Integrity, Vigilance and Helpfulness - are the foundation for our employees to build trust with customers, colleagues, and the surrounding community.

　　Integrity:

　　Securitas employees are honest and trusted by customers to safeguard their premises and valuables. We don't compromise on integrity and create an open forum for our employees and customers to voice opinions, report improprieties, and share information.

　　Vigilance:

　　Seeing, hearing, and evaluating. A Securitas employee is always attentive and often notices things that others don't. Their vigilance is necessary in order to be aware of potential risks or incidents that may take place on our customers' premises.

　　Helpfulness:

　　As part of an on-going effort to ensure safety, Securitas employees are always ready to help if an incident occurs that requires intervention regardless of whether or not it is directly related to their job.