Managed Services Specialist

About Crisis24

Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe.

At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

More information is available at www.crisis24.garda.com

Who We Are Looking For

As a member of the Crisis24 Professional Services team, the Managed Services Specialist will be responsible for performing system administration tasks in Crisis24 customer accounts on behalf of the customer's administrator(s). This person will be the primary contact for customers for the management and completion of Managed Service offerings included in their agreement. The Managed Services Specialist will complete both regular tasks and on-request tasks for those customers under the direction of the Vice President, Professional Services, following standard processes for each task. Those processes will detail how customers will request work and provide input, the procedures to be used to accomplish a task, and the process for reporting task completions and any other needed information back to the customer.

A solid understanding of the Crisis24 offerings and their usage by customers will be required, to work effectively with Managed Services customers in all areas that they may have included in their Managed Services agreements.

What You Will Work On

• Act as first-line contact point for a portfolio of assigned Managed Services customers, for all work and communications related to their contracted Managed Services
• Efficiently complete all ongoing and on-request Managed Services tasks for assigned customers according to defined processes for each task, including status and results reporting to customers on those tasks
• Self-organize with a high level of personal organization skills, to strategically plan, multi-task, when necessary, pay attention to details, and prioritize both Managed Services and other assigned tasks
• Communicate effectively, collaborate cross-functionally, and share information with customers, as appropriate
• Adopt a proactive approach to requesting assistance when needed from other department members or other Crisis24 teams, effectively utilizing collaboration tools such as Teams, etc.
• Participate in the refinement of standard processes and the development of processes for new tasks added to Managed Services offerings
• Other duties as assigned to support Crisis24 customers and/or other internal teams, sharing and using relevant knowledge from completion of Managed Services tasks to complete those duties

What You Will Bring

• Bachelor's degree in business or related field OR three (3) years of relevant work experience.
• 1+ years working with a business-oriented SaaS solution provided by a technology services company, utilizing that product on a daily basis as an administrative/SME user
  
  
  
  • Experience with mass notification, physical security, or travel risk management technology a plus
  
  
  
  
• Ability to quickly learn new SaaS solutions, or new capabilities in a current solution, at the level of a power user
• Direct customer engagement experience via email and phone
• Self-disciplined, organized, and able to effectively multi-task across multiple ongoing projects and priorities
• Demonstrated delivery of technical tasks on time and with high quality
• Strong written and verbal communication skills, including both formal and informal customer-facing communications
• Strong listening, verbal, written, and interpersonal skills, judgment, patience, courtesy, and positive demeanor
• Proficiency in tools such as MS Office products (Word, Excel, PPT, etc.) to produce professional reports and/or task results when appropriate

Travel

• *25% or less, based on need for face-to-face customer meetings

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.

• Annapolis, MD, USA