Position Summary

 The Associate Service Management Analyst manages a portfolio of MCNC’s cybersecurity services to ensure that they meet or exceed performance expectations defined in MCNC’s services contracts and by MCNC’s customers. The Associate Service Management Analyst acts as a central repository for current knowledge regarding assigned product groups in order to ensure knowledgeable business decisions.

Key Responsibilities/Duties

 Service Management:

• Implements and updates business processes to maximize efficiency, productivity, and drive the delivery of products, goods, and services to customers in a quality and timely manner.
• Monitors and maintains key metrics regarding Service Health, including the following areas:
• Works hand-in-hand with the Client Advocacy (sales) team regarding trends in service sales.
  • Works with the Client Advocacy team on solicitation of new customers and renewals for existing customers.
  • Works with internal support teams, including System Operations, Security Operations and Client Advocacy, regarding recurring issues experienced by clients.
  • Coordinates training and awareness with clients and escalates any issues to the appropriate MCNC vendor/partner as required.
• Works with the Internal Systems team on service optimization in the following areas:
  • Ensures that systems, processes, and methodologies as specified are followed allowing effective monitoring, control, and support of service delivery.
  • Designs future processes and defines system requirements for functional areas within the Service Delivery organization.
• Establishes measurement criteria for processes so the team can continuously improve. Assesses opportunities to improve, measures progress, and adjusts processes to meet the changing needs of the business.
• Helps to establish and maintain communication between various MCNC departments and other professionals regarding product protocols and the selection and distribution of products or services.
• Manages service fulfillment cycle, including:
  • Works with the Client Advocacy team to maintain visibility into the opportunity pipeline.
  • Manages service delivery for service evaluation opportunities.
  • Manages service delivery for contracted clients.

Client Management:

• Attends client service review meetings, covering performance reports, service improvements, quality, and processes. Interfaces with MCNC’s Procurement, Financial Services, Technical Services, Client Advocacy, Consulting, and Legal teams as required.
• Provides reports on an agreed schedule or on request, including management and account performance reports.
• Builds services relationships with clients, providing regular communication and status and performance updates.
• Ensures service level agreements are achieved and client expectations are met or exceeded. Includes coordination of communications with clients regarding service interruptions, scheduled maintenance and other service support activities.
• Assesses and develops detailed communication plans for seminars, in-service programs, educational programs and other tools for increasing customer knowledge and awareness of cost-effective products or services.

Vendor /Partner Management

Maintains effective and positive working relationships with existing and future vendors. 

Minimum Education, Experience and Skills Requirements

• BS or BA in appropriate technical (Information Security, Information Systems, Engineering, Computer Science, etc.) or Business Management field, or an equivalent combination of education and experience.
• Experience in a project, program, or service management or service delivery role related to technology services. Direct experience managing cybersecurity services is a plus.
• Strong organizational and project management skills and experience.
• Demonstrated success in new product development and new service introduction is a plus.
• Ability to collaborate across department boundaries to establish positive working relationships and drive successful outcomes without direct control of, or supervision of

resources.

• Experience representing an organization in a customer-facing role.
• Ability to manage the delivery of services in accordance with defined budgets and financial constraints.
• Excellent verbal and written communication skills.
• Ability to independently make decisions and solve problems while working under pressure.
• Ability to work in a responsible and proactive fashion collaboratively or with minimal direct supervision.

Disclaimer:  The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

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

About MCN

MCNC is a technology nonprofit that builds, owns and operates the North Carolina Research and Education Network (NCREN), which has successfully served research, education, non-profit health care, public safety, libraries, and other community institutions with Internet connectivity and related services for more than 30 years. NCREN is the fundamental broadband infrastructure for 750 of these institutions including K-20 education in North Carolina. As one of the nation's premier middle-mile fiber networks, MCNC leverages NCREN to customize Internet services and applications for each customer while supporting private service providers in bringing cost-efficient connectivity to rural and underserved communities in North Carolina.

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