Summary

The Cloud Operations Practice Specialist is responsible for activities in support of Cost Optimization and Cloud Operations Compliance initiatives. The primary responsibility of this role will be completing security questionaries about FINEOS processes for customers. These questionaries can be quite long (900 questions) and take a significant amount of time to research, complete, and return. Additional responsibilities include auditing activities to ensure accuracy and compliance to best practices and documented processes.

This role involves significant partnering, coordination, and collaborative work with various FINEOS teams to ensure consistency and accuracy. This role involves communicating with customers via email and phone conference, as the Practice Specialist may be asked to further explain or defend questionnaire answers.

The person hired for this role will work a U.S. schedule: Monday – Friday 9:00-5:00 ET.

Responsibilities (Other duties may be assigned.)

• Complete customer security questionaries as they arrive (2-8 per month)

• Work with Subject Matter Experts to research and produce accurate answers

• Communicate timely with customers about questionaries

• Organize questionnaire answers in Loopio library.

• Maintain Loopio to keep it updated with most accurate answers

• Audit billing and time entry to ensure accuracy

• Assist in development of cost management training and communication plans to promote

• Support in facilitation of SOC2 and ISO27001 Audits

• Participate in various departmental projects as needed

• Contribute to the processing of security questionaries from customers

• Additional support functions as assigned

Education and/or Experience

• College degree or equivalent work experience, (English, Journalism, IT Security, or Cloud Security)

• 1-3 years of data analysis or research work experience

Knowledge, Skills and Abilities

• Must be able to communicate to all levels of staff members

• Ability to manage multiple projects and priorities

• Passion for attention to details

• Ability to analyze data for long periods of time (repetitive process of data analysis)

• Ability to recognize gaps in documentation and processes and apply formal problem-solving techniques to achieve resolution

• Ability to work independently and proactively towards establishing and completing goals

• Well organized with effective time management skills

Technical Skills

• Proficient in MS Office applications, such as Word, Excel, PowerPoint, Visio, SharePoint etc.

• AWS Experience a plus

• Experience with Loopio a plus. This role will be an administrator of the Loopio library.

• SOC2 and/or IS27001 experience a plus

Language Skills

• Ability to speak the English language proficiently, both orally and in writing. Most of this role involves writing complex, but coherent answers to multifaceted questions. The ability to write strong, well-researched answers, for customer consumption, is essential.

Travel Requirements

• This position does not require travel

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Employee works primarily in a home office environment.

• The home office must be a well-defined work area, separate from normal domestic activity and complete with all essential technology including, but not limited to; separate phone, scanner, printer, computer, etc. as required in order to effectively perform their duties.