• Client Support Analyst, IPM

    Job Location(s) US-GA-Norcross
    Requisition #
    2018-19210
    Category
    Operations
    Type
    Full-Time
  • Overview

    Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction – Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at www.ironmountain.com for more information.
     
    Iron Mountain enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With unmatched innovation and collaboration, our teams create information management solutions for our customers’ data, no matter what format, location or lifecycle stage it’s in and no matter where it’s kept. We are more than 17,000 people strong and growing. We’ve been a trusted records management leader since 1951.
     
    Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.


    Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people.  Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.

     

    Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

    Responsibilities

    Client support analyst, IPM

     

     

    Reports To:

     

    Director of Operations, IPM

    Department/Location:

    IPM

    # of Direct Reports:

    0

    FLSA Status (E or NE):

    E

    Grade:

    TBD

    Job Code: 

    TBD

    Job Family:

    TBD

    Date Revised:

    10/10/18

     
    Job Summary:  

     

    The Client Support Analyst for Verifications will be responsible for testing customer material and producing customer-facing reports.  The Analyst will work with internal teams to obtain required information to perform tests.  This position will work as the front line technical contact with our customer’s IT teams to help them meet their obligation defined by the specific verification service.  The Client Support Analyst will ensure that customer’s tests and reports are completed within the defined SLA and that all customer service expectations are met.

     

    Primary (P) or Secondary (S)

    Key Responsibilities: What are the main responsibilities of the job.  Indicate which are primary (essential to the job) and which are secondary (not essential to the job).

    % of Time Spent:

    P

    1. Primary contact for lower-level Verification tests.  Follow the defined Verification process, including but not limited to, completing tests and reports within the defined SLA.

    60%

    P

    1. Involved in problem resolution by effectively communicating with the customer’s technical team and Iron Mountain’s Client Services team; Understand issues to ensure effective communication between all groups.

    20%

    P

    C.     Interface and coordinate with the IPM Business Operations Group to improve performance and drive standards. Identify areas of weakness and make recommendations for improvement.

    10%

    S

    D.     Occasional support of Vault team to assist with special projects.

    10%

     

     

    Functional Knowledge, Skills, and Competencies: (Define the knowledge and skills required to demonstrate proficiency/competency in the job.)

    • Ability to communicate clearly and effectively in both written and verbal format with internal and external customers
    • Strong attention to detail
    • Some technical experience; ability to speak and understand technical terminology
    • Technical writing experience a plus
    • Critical thinking
    • Must be able to work in collaboration with varied work groups
    • Must have superior computer skills and a desire to learn new systems
    • Must demonstrate exceptional organizational skills
    • A positive, “can do” attitude with the ability to function in a fast- paced, multi-task atmosphere and adapt to growth and change

     

     

    Business Expertise: (Define the level of business expertise required of the internal and/or external business environment, scope (if applicable) and overall business acumen needed to be effective in the role)

     

    Scope Information:

    ·                  Revenue (P&L)              Yes           X   No              Annual dollars:

    ·                  Operating Budget           Yes           X   No             Annual dollars:

     

    Leadership: (Define the extent to which the role is required to lead others, processes or programs)

     

    The Client Support Analyst does not have direct reports.  However, position may be responsible for leading teams, processes and/or programs.

     
    Problem Solving: (Define the typical level of problem solving minimally required by the role)

     

    The Client Support Analyst will be required to identify and analyze problems related to customer deposits.  The Client Support Analyst must have a general understanding of issues in order to effectively communicate with internal and external customers while working toward a resolution.

     

    Nature of Impact: (Define the overall impact this role has on company operations and/or external customers)

     

    The Client Support Analyst will be the primary technical contact for the customer.  The ability to work with cross-functional internal and external teams is essential to the success of this role.

     

    Area of Impact: (Define where this role has impact within the daily context of position responsibilities.                 e.g. department, territory, business line, functional area, organization, etc.)

     

    Intellectual Property Management, primarily working with internal/external customers and IT Operations teams

     

    Interpersonal Skills: (Define the required skills for the role with internal and/or external contacts and the level/type of interaction necessary)

     

    This position requires excellent communication skills to effectively partner with both internal and external clients.  

     

    Job / Physical Requirements/Qualifications: (Define the physical demands and/or travel requirements necessary to meet the minimum requirements of the role)

     

    1. Physical Requirements: (Please describe any physical requirements necessary to perform the minimum requirements of the role)
    2. Travel Requirements: (Please indicate percentage of travel required)

    % Total travel: <5%

    % Local travel (Depending on District): <5%

    % Overnight travel: <5%

    1. Utilization of Time and Equipment: (Allocate the % of a total day. Total does not have to equal 100%)

     

    90%

    1.      Laptop / desktop computer, telephone

    10%

    2.      Lifting, moving, pushing and pulling equipment, cases, metal containers, or boxes in excess of:

     

    10-20 lbs.

     

     

    30-40 lbs.

     

     

    40 lbs.

     

    %

    3.      What are the physical aspects of the job?  Office environment

    Qualifications

    1. Licenses & Certifications Required: None required

     

    1. Qualifications: (Circle the minimum and preferred education and experience for the role)

    Minimum Education:                                                   Minimum Experience:

                                        High School                                                                 Less than 2 years

                                        2 Yrs College                                                               2 – 4 Years

                                        4-Yr College Degree                                                    4 – 7 Years

                                        Masters Degree                                                           7 – 10 Years

                                        PhD                                                                             10+ Years

    Preferred Education:                                                   Preferred Experience:

                                        High School                                                                 Less than 2 years

                                        2 Yrs College                                                               2 – 4 Years

                                        4-Yr College Degree                                                    4 – 7 Years

                                        Masters Degree                                                           7 – 10 Years

                                        PhD                                                                             10+ Years

     

     

    Approvals:     

                                                                              

    Direct Manager:  ____________________________________    Date:  __________________________

     

    Human Resources __________________________________     Date:  __________________________

     

     

    Disclaimer:  This job description is not meant to be an all-inclusive statement of every duty and responsibility of the jobholder.  Certain features of this job are described in the above headings, but are not necessarily limited to the above written statements.  They may be subject to review.  All positions within Iron Mountain may include other duties as assigned. 

     

     

    Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.