SUMMARY: Service Operations Systems Support Specialist works as a liaison among stakeholders in order to elicit, analyze, communicate and validate requirements for information systems and to develop and deliver employee understanding and training on company technology systems. The Service Operations Systems Support Specialist understands business problems and opportunities in the context of the requirements and recommends solutions that enable the organization to achieve optimal systems usage.

·Reviews, analyzes, and evaluates business systems and user needs.

·Formulates system and training solutions to parallel overall business strategies.

·Coordinate with the departmental teams to help implement training tools and locate or develop content for delivery by the respective teams, focused on information technology solutions adoption and work flow integration. Emphasis should be on sourcing and using readily available content where possible vs. developing custom content.

·Documents user needs, program functions, and steps required to develop or modify computer programs.

·Maintain and update process workflows, documents and job aides.

·Liaison for all system support questions and follow-up.

·Design and modify custom database queries and reports as needed in support of operational performance analysis.

·Consults with users to identify current operating procedures, clarify program objectives and perform financial and operational analysis of business processes.

·Develop and maintain reports required to analyze and improve business operations.

·Develops and delivers training and development of personnel in their use of the company’s IT systems.

·Assist developers with development, testing, implementation and documentation.

·Relies on extensive experience and judgment to plan and accomplish goals.

·Understanding of internal control concepts and processes to mitigate risks.

·Attend all company required meetings. 

·Additional responsibilities as requested or required. 

QUALIFICATIONS AND EXPERIENCE:

·Experience should include demonstrated ability to facilitate and lead group planning, design and process improvement sessions.

·Must have advanced proficiency of the Microsoft Office Suite and process mapping and design tools.

·Project management experience and knowledge desired.

·Must be self-directed with a high level of reasoning and problem-solving ability related to information structure/analysis, workflow and relational systems are required for this position.

·Excellent interpersonal, oral and written communication skills.

·Excellent presentation skills.

·Proven understanding of instructional design and learning theory.

·Demonstrated organizational and analytical skills.

·Ability to speak, read, write and comprehend English

·Must have excellent customer service and communication skills, both verbal and written.

PHYSICAL REQUIREMENTS:

·Availability to work in excess of 40 hours a week including nights and weekends with little to no advance notice.

·Flexibility to cover changing work schedules as needed.

·Ability to lift up to 50 pounds.

·Ability to repeatedly bend, stoop, reach, climb stairs, push, and pull.

·Must be able to stand / walk for at least 8 hours a day.

·Ability to perform essential functions with or without accommodation.

EDUCATION:

·Bachelor of Science degree or equivalent preferred. 

·In lieu of a bachelor’s degree, experience and certification beyond minimums will be considered.

 COMPUTER SKILLS:

·Knowledge of company software systems.

·Proficient in Microsoft Office Suite

·Process Chart