Client Services Analyst

ISA is seeking a dynamic business and technology-focused professional to join our Cybersecurity Client Experience team. The Client Services Analyst will provide a critical link between Sales, Delivery and Customers in the creation of project and managed services requirements, maintenance of customer requirements and documentation, and activities that will enable the sales and delivery functions.

You will be joining an exciting and rapidly growing company. This is an outstanding position offering an attractive salary, defined career path, and excellent employee benefits. This is a permanent, full time position to start immediately. Pay will be base salary plus incentives.

About Us: ISA is a cybersecurity-focused technology firm, with over 28 years of experience helping organizations of all sizes solve complex challenges relating to IT security.  We act as trusted advisors in providing services to help our clients define, implement and manage their strategies to minimize IT security related risk, and to provide a secure business environment for their employees and customers. We also deliver state-of-the-art cybersecurity solutions thanks to strong partnerships with the industry’s leading Technology Vendors.

Why Join Us? At ISA, every employee makes a P.A.C.T. to Embody Our Corporate Core Values, everyday.  Our core values (Passion for Excellence, Accountability, Commitment, Trust) shape the community and culture we have built and are an active part of everything that we do. We also believe that what will make you great is your individual contributions to your team; think of your team as a start-up that learn from each other. If you’re looking for autonomy and no old-fashioned hierarchy, ISA and you could be a match made in heaven. 

Key Responsibilities:

  • Putting together content/collaborating on the writing content for Statements of Work
  • Regular touch points with contractors and delivery team to ensure positive customer experience
  • Manage placement schedules of contractors and reconcile timesheets and invoices monthly
  • Work with Director of PS & PMO and Associate Director of CIOC to determine work effort and resource availability for proposed solutions
  • Digesting the customer requirements and qualifying the skills and timelines to deliver projects with the assistance of Engagement Managers and Delivery personnel
  • Diving into the technical language of all services to learn and create efficiencies in the upkeep of SOW templates and find opportunities to improve processes
  • Working with Engagement Managers, Delivery teams and Sales teams in validation of customer requirements and technical requirements for statements of work
  • Supporting delivery and sales team with relationship management and scoping for Project Change Requests
  • Building ad-hoc reports, proposals and presentations as part of the Pre-Sales process
  • Moving tickets through Jira after scoping calls with Sales Reps and Engagement Managers
  • Coordinate meetings, discussions and proposals with internal project stakeholders
  • Kick off all Service Orders and coordinate with Finance
  • Manage Level of Effort workflow and processes

Job Requirements and Qualifications:

    • 3 Years + previous experience in Cybersecurity solution design and exposure
    • Strong level experience with Microsoft Outlook, Word, Excel, WebEx/teleconferencing
    • Previous experience in an analyst role producing Statement of Work documentation
    • Demonstrated experience in a previous role as an analyst gathering, analyzing and contributing towards IT and/or Cybersecurity projects
    • Excellent attention to detail to ensure the accuracy of data and documentation
    • Eagerness to learn the breadth of ISA’s Cybersecurity services offering to add value and insights to internal and customer teams through collaboration, partnership and knowledge sharing
    • Strong written and verbal communication skills
    • Professional and friendly demeanor with the ability to work with individuals across all levels
    • Able to manage and prioritize multiple tasks with strong attention to detail; flexibility to meet and adapt to changes in organizational priorities
    • Possess strong time management skills for scheduling and organizing day-to-day tasks
    • Able to handle highly sensitive and confidential information with tact and discretion
    • Positive attitude, proactive and able to exercise great judgment
    • Comfortable in a professional yet casual fast-paced work environment
    • Highly motivated individual with the ability to self-start, prioritize, multi-task and work in a team setting

At ISA our mission is to help our clients make their businesses more secure, by delivering efficient and predictable outcomes. If you are seeking a culture that supports growth, fosters success and moves the industry forward, ISA may be the right fit for you.

Transportation

Connected to Islington subway/bus station. 

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