Job Description

GIAC Operations Specialist (REMOTE) at SANS Institute in Boise, Idaho, United States Job Description 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 To view full details and how to apply, please login or create a Job Seeker account

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