Job Description

The Intelligence Analyst will be responsible for operational and administrative support functions. This role takes calls from internal and external stakeholders and determines the necessary service logistics, communicates and manages associated workflows, schedules Agents, tracks and reports assignment/project outcomes, and assists with the overall successful delivery and execution of security-related services.

Responsibilities

• Coordinate services and provide operational and administrative support needs.
• Answer calls as necessary to assist with the dispatch, scheduling, and reporting of requested services.
• Manage the associated workflows and assign Agents to specific assignments, as needed.
• Communicate assignment expectations to all parties involved.
• Ensure deadlines are met for scheduling, dispatching, and audits of related records.
• Track and report outcomes of schedules.
• Send schedules to requesting individuals/teams.
• Receive and document schedule information as directed.
• Monitor schedule outcomes in real-time.
• Detect and prevent schedule deviations through direct contact via phone or other system with Agents
• Reconcile schedule and time records, including real-time changes and entries.
• Track, collect, and report additional metrics as assigned.
• Prepare weekly, bi-monthly, and any additional reports requested for special projects.
• Process and prioritize emergency and non-emergency requests for assistance and respond accordingly.
• Enter, update, and retrieve information from multiple computer systems.
• Process and maintain a wide variety of files, logs, reports, and forms.
• Draft incident and quality reports based on first-hand interaction/direct involvement in events if needed or as directed.
• Maintain in-depth knowledge of and adhere to emergency procedures, dispatching procedures, and executive response procedures.
• Perform metrics tracking, data entry, and electronic reporting.
• Support all department and company goals and objectives.
• All other duties, as assigned.

Qualifications

Bachelor's degree preferred with at least two years of dispatch communications, SOC, or security-related experience.

• Customer service skills, preferred.
• Sound judgment and decision-making skills.
• Able to manage multiple tasks/projects with competing deadlines and priorities.
• Able to carry out responsibilities with little or no supervision.
• Effective written and verbal skills at all levels within the organization and with external client representatives.
• Able to work independently and in a fast-paced environment.
• Attentive to detail and accuracy.
• Able to adapt as the external environment and the organization evolves.
• Able to maintain the highest level of professional appearance and demeanor.
• Serve as an effective team member.
• Computer skills; Microsoft Office.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

• Regular computer usage.
• Occasional reaching and lifting of small objects and operating office equipment.
• Frequent sitting.