Service Operational Specialist (Contract To Hire)

Who You Are

You are a seasoned and emotionally intelligent professional with a proven track record in program management, eager to bring your expertise to a dynamic and growth-oriented organization. You thrive in managing complex projects and client relationships, demonstrating exceptional organizational skills and a strategic mindset.

You are driven by the opportunity to lead diverse programs and projects for a range of clients, continuously enhancing your project management acumen. Passionate about making a significant impact, you excel in collaborative environments with high standards and ambitious, fast paced, yet achievable goals. Your ability to mentor junior team members and contribute to the overall success of the team makes you an invaluable asset to any organization.

About The Role

As an Operations Specialist – Strategic Initiatives, you will play a crucial role in the Service Operations team, focusing on converting our strategy into action with impact to our clients and employees. Your responsibilities include management of documentation, requirements, and schedules for strategic initiatives, including the development of internal project plans and real-time tracking systems. With exceptional organizational and communication skills, you will effectively coordinate resources within the team, create action plans, and collaborate with cross-functional departments. Additionally, you will facilitate discussions with key stakeholders to map business processes, gather feedback on pain points, goals, and requirements, and assist in studies assessing organizational change impact.

Objective of the Role

Organizing feedback from stakeholders for various business functions, including interviews or surveys, to catalog their pain points, goals, and requirements.

• Assisting with studies assessing the potential for change resistance and managing agreed-upon strategies to mitigate challenges in implementing process improvements.
• Collaborating with cross-functional teams to gather requirements for system enhancements, ensuring alignment with business processes and organizational goals.
• Monitoring and analyzing user feedback and system performance metrics to identify opportunities for further improvement and user satisfaction.
• Staying updated on Salesforce updates and best practices, applying relevant knowledge to enhance the functionality and capabilities of the internal ticketing system.
• Assessing the functionality and user experience of the existing internal ticketing system in collaboration with stakeholders, identifying areas for improvement and customization.
• Providing ongoing support for the Salesforce-based internal ticketing system, addressing user inquiries, resolving issues, and ensuring seamless day-to-day operations.
• Ensuring that timeline goals are met by closely monitoring initiative progress and proactively addressing any deviations.
• Providing comprehensive support to the service Operations team in planning and optimizing operational processes.
• Organizing and maintaining up-to-date operational documentation, ensuring accuracy and timely updates.
• Preparing and presenting reports on operational efficiency as needed.
• Collaborating with cross-functional teams to streamline processes and enhance overall operational effectiveness.
• Performing additional duties as required, demonstrating flexibility and adaptability within the service Operations team.
• Complete ongoing security awareness training and comply with company policies to the requirements section
• Identify and escalate security risks to the appropriate Executive Leadership Team member and actively contribute to remediation efforts
• Other duties as assigned

Required Skills and Qualifications

• Proficiency in other project planning tools such as Smartsheet OR Power Apps/Power Automation is a must.
• Advance Smartsheet User template OR Power Apps/Power Automation experience.
• Some experience with SharePoint is required.
• 2 to 4 years of experience in a strategic operations or related role.
• Possess hands-on experience in help desk support or a similar role, demonstrating proficiency in addressing user inquiries, resolving issues, and ensuring the seamless day-to-day operations of internal ticketing systems, particularly those utilizing Salesforce.
• Proficiency in Salesforce administration, including customization, configuration, and workflow automation, with a demonstrated ability to rework and optimize existing systems for enhanced operational efficiency.
• Strong project coordination skills, displaying experience in developing internal project plans and managing strategic initiatives, specifically those related to Salesforce implementations.
• Experience in internal process improvement and initiative management.
• Proven ability to develop strong relationships and build trust with diverse internal and external stakeholders.
• Demonstrated soft skills and the ability to effectively employ a diplomatic internal customer service approach.
• Integrity, commitment, and leadership qualities.
• Effective negotiation and influencing skills in resource-limited environments.
• Eagerness to learn, grow, and take on increasing responsibilities.
• Strong written, verbal, and organizational skills, with a focus on critical thinking.
• Proactive, preventive mindset with a willingness to acquire new skills.
• Inquisitive nature, with the ability to seek additional information for resolving uncertainties.

Details:

• Location: Remote
• Contract Duration: 6 months Contract (on 1099) with possibility of full-time conversion based on performance
• Rate: $55/hr. on 1099
• Travel: None
• Onboarding: Contractors will be required to complete a background check and provide their own technology

A Little About Us  

Our mission is to challenge and enable our employees to achieve great things.  

We live and breathe our core values:  

• We Before Me: We demonstrate empathy through our actions and solicit diverse voices and opinions. We put ourselves in each other’s shoes, readily admit our mistakes, and generously share our time and knowledge.
• Dare To Be Great: We are big-picture thinkers who focus on solutions to problems. We solicit and offer actionable feedback to others without hesitation. We embrace opportunities to improve ourselves, our teams, and our work. We aim to be the best of the best.
• Own It: We set clear expectations, communicate proactively, and follow through on our commitments. We take pride in the experiences we create and the outcomes we deliver. We are personally invested in the success of our team and our clients. We iterate to deliver ever better results.

We are consistently listed among Inc & Crain's "Best Places to Work" and we're proud of our accessible & engaged executive team. We believe in cultivating an atmosphere of inclusion and providing an environment that enables every employee to work to the best of their ability.  

Some of Our Benefits (For full time employees)

• Unlimited Paid Time Off (PTO)
• Paid Parental Leave
• Company-funded 401k contributions
• 100% employer covered individual & family health insurance plans provided
• Transparent, candid culture with 1:1 coaching, performance reviews, and a consistent feedback loop
• Quirky, diverse, respectful, high-performing coworkers you’ll want to achieve greatness with!

Myriad360 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. 

Pursuant to the NYC Pay Transparency Law, the hourly rate is $55 (on 1099) if converted to full time Salary: $80,000/ year. Compensation in other geographies may vary.