Technical Business Process Manager

ModSquad's Information Technology department is looking for a new Technical Business Process Manager to work collaboratively with our Services department as part of the Enterprise Applications team to provide guidance on process improvements, automations, systems integrations, system administration, and continuing best practice education. We're looking for someone with a deep understanding of technology, customer success organizations, an eye for weeding out inefficiencies, and an understanding that no business process or technology is beyond improvement, even the ones we ourselves put in place.
This role will have the opportunity to work with best in class technology in a wide variety of categories while guiding continuous improvement efforts at the business. This is the perfect opportunity for someone that loves learning new technologies, a good puzzle, and gathering input from a number of sources to turn into viable improvements.
What you will do:
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Work directly with team members of their assigned department, providing guidance on improvements that can be made to business processes alongside technical and strategic support for systems they primarily utilize.
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Work alongside the rest of the Enterprise Applications team to ensure we're all fully aware of changes both ongoing and in need across the business, and that all changes made and suggested compliment progress we've already made.
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Responsible for assisting in the maintenance, configuration, and reliable operation of SaaS technologies implemented in support of ModSquad's business operations for their assigned department.
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Prepare documentation to ensure all changes, systems, and processes are fully understood by stakeholders and personnel that will need to utilize that documentation in their own work.
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Troubleshoot issues that may arise and implement solutions that correct immediate problems with an eye toward systemic changes that will prevent them from recurring.
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Act as a vital part of the agile management process the Enterprise Applications team employs by staying up to date with changes and best practices in modern business environments with a strong SaaS infrastructure and recommending change to leadership where it would benefit the business.
Skills and Experience - Who you are:
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3+ years experience administering and/or implementing SaaS technologies.
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2+ years experience working in a Client Services environment
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Significant experience with core processes vital to the success of service delivery like quality assurance, staffing, personnel management, and managing client relationships.
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Significant experience operating in a consultative fashion to ensure the needs of multiple stakeholders are being met, with a proven track record for successfully implementing change.
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The ideal candidate has a basic knowledge of APIs, JSON, and systems integration philosophies as well as the core elements of our SaaS tech stack: Okta, Google Workspace, and Slack.
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Excellent time management and organizational skills.
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A real "MacGyver" when looking at solutions; truly understanding how out of the box thinking can deliver spectacular results with the incredibly flexible systems and processes we have in place.
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Strong sense of personal accountability and the ability to work independently.
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Ability to communicate with and influence cross-functional stakeholders and work collaboratively.
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**High EQ and a sense of humor are required.