Job Information
SANS Institute GIAC Operations Specialist (REMOTE) in Oklahoma City, Oklahoma
About SANS
SANS Institute (SANS) launched in 1989 as a cooperative for information security thought leadership, it is SANS’ ongoing mission to empower cyber security professionals with the practical skills and knowledge they need to make our world a safer place. We fuel this effort with high quality training, certifications, scholarship academies, degree programs, cyber ranges, and resources to meet the needs of every cyber professional. Our data, research, and the top minds in cybersecurity collectively ensure that individuals and organizations have the actionable education and support they need.
Join the SANS Team
At SANS, our culture is defined by Mission, Brand, People. Our goal is to hire people who understand the importance of continuing to fight against the cyber security threats (Mission) while delivering the highest quality training (Brand) to our students. We want employees whose personal values align well with our culture of fairness, honesty, customer focus, and pragmatic approach (People).
Summary of Position
We are seeking an Operations Specialist to join our GIAC Operations Team within the GIAC business unit. This position works under moderate supervision from the Operations Team Lead. The Operations Specialist will effectively handle tasks related to customer, vendor, and internal requests with a positive, service-oriented attitude.
*This position requires availability to work from 12 PM to 8 PM Eastern time.*
Key Responsibilities
Resolve complex, time-sensitive customer inquiries and requests
Work closely with international customer support and operational teams
Conduct system/interface troubleshooting
Identify and propose executable resolutions related to customer experience
Develop and apply an in-depth understanding of program policies and objectives
Follow protocols to protect intellectual property and uphold accreditation standards
Maintain awareness of internal goals, procedures, and changes across various BUs
Assist Team Lead with evaluating workflows and continuous process improvement
Assist with training of peers and new hires as assigned
Participate in special projects as assigned
Basic Qualifications
Some college/working toward a degree
3+ years’ relevant customer & business support experience
Experience with CRM software
Experience working in a remote environment and managing several electronic communication platforms (i.e., Outlook, slack, zoom, etc.)
Exceptional critical thinking and problem-solving skills
High attention to detail
Eager, able, and willing to take direction from others, be coached, and learn new skills
Technical knowledge relevant to the position with the ability to learn new systems/software
Aptitude toward Root Cause Analysis and Cause & Effect Analysis
Ability to multitask and prioritize assignments with varying deadlines
Ability to work independently with minimal supervision and with a team
Strong data collection and trend analysis skills
Strong cultural awareness & experience with a diverse customer base
Strong interpersonal and customer service skills – both verbal & written
Motivated to engage in professional development/soft and technical skills training as needed
Preferred Qualifications
Bachelor’s Degree
Exposure to ServiceNow & Confluence
Reporting Relationships
- This position will report to the Operations Team Lead and has no direct reports
Work Environment
- Remote work environment that requires a dedicated and private workspace. Must have experience working remotely previously. Ability to travel once a year for in person meeting
Equal Opportunity Employer
SANS is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please contact SANS Human Resources.
In addition, all qualified applicants with arrest or conviction records will be considered for employment.
California residents for SANS privacy notice for California job applicants
The base salary range for this position is between $50,000 and $55,000. Base salary ranges may vary by geographic location and relevant experience, education, certifications, and years of experience. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.
In addition, SANS provides the following benefits:
Medical
Dental
Vision
Short-Term Disability
401(k) with company match
Employee Assistance Program
Supplemental Life Insurance and AD&D
Paid Time Off
Company Paid Holidays
Volunteer Paid Time Off
Department
Global Information Assurance Certifications (GIAC)
Employment Type
US Employee | Full-Time
Minimum Experience
Entry-level
Compensation
$50,000-$55,000/annually