Bank of America SOACC Operations Specialist II in Kansas City, Missouri

Job Description:

Job Description

Operations Specialists work in a team structured 24 hour command center (shifts cover specific periods between 8a-8p EDT, TBD by the manager for this requirement) and are responsible for answering phone calls related to security equipment implementation and maintenance, asset protection, and additional general security-related issues. Incidents reported to SOACC may result in impact to Bank of America’s employees, customers or facilities and Operations Specialists mitigate immediate threats by providing swift engagement of appropriate local resources. Operations Specialists adhere to Bank of America procedures while programming and maintaining physical alarms in Bank of America facilities.

Operations Specialists provide direction, effective communication and outstanding customer service for contract vendors and employees in sometimes stressful situations and maintain a professional composure at all times while gathering key information about alarm systems, video systems and additional security related hardware. Through this process, Operations Specialists engage Protective Services, GIS, ANS, Corporate Workplace, and other groups as required to mitigate and bring resolution to incidents reported to SOACC.

Key objectives for this position:

Alarm Systems and Parabit Programming - 35%

  • Ensure that all applicable alarm systems are programmed correctly so they will communicate with the appropriate incident response team when a life or asset safety situation arises.

  • Meet all objectives of the operations program operating within a stable workforce of engaged, cooperative, spirited and well coached team of professional employees

  • Participate in ongoing cross training and career development activities

  • Engagement of appropriate support resources during technology issues or outages

  • Liaison between SOACC and LOB to provide assistance and timely resolution for routine issues

  • Maintain compliance with LOB policies and procedures to include work schedules and timekeeping routines as directed by their managers

  • Add, remove, modify and manage system configurations, user profiles, and action plans for all security systems in the Corporate Security Operations Command Center

Alarm Systems and Parabit Implementation and Maintenance Support - 35%

  • Work in a partnership capacity with contract vendors to ensure that all physical security equipment is healthy and is ready to be utilized in the event of a security issue occurrence at any of our facilities

  • Ensure thorough and correct setup of BAC physical security equipment while contract vendors are performing updates onsite

  • Respond to calls for security service from customers, employees, vendors, and contract agents of the Bank

  • Receive and process service calls for all security equipment throughout the organization.

  • Document all updates to service and implementation statuses of BAC alarm equipment as they are completed by contract vendors or team members

Security Systems Network Administration – 20%

  • Work in a partnership capacity with contract vendors to ensure that all physical security equipment maintains healthy communications on the Bank’s Network.

  • Liason between SOACC and GIS on issues regarding Network Security of Security Devices.

  • Engage Network Management partners when critical Network issues impacting Security equipment occur. Monitor and support resolutions to Network disruptions.

  • Investigate security device implementation and sanction the allowances of devices housed on the internal Bank Network.

  • Document critical events impacting network communication of security devices and the updates leading to and including problem resolution.

Other - 10%

  • Attend training classes and team meetings as appropriate to develop proficiency in security procedures, administration, security compliance, Auditing and other related areas.

  • Complete BAC mandated training on a variety of key subjects in a timely manner

  • Perform other projects or special assignments as required

Required Skills/Qualifications

  • Minimum of an Associate’s degree in Criminal Justice or an IT related field or at least 3 work experience in an Operations setting with programming responsibilities

  • Must be highly organized and can handle several tasks concurrently and prioritize work appropriately.

  • Ability to work in a team environment is essential.

  • Ability to work flexible shift schedules.

  • Ability to accurately identify issues, implement effective resolutions and/or make recommendations and appropriately elevate to senior management.

  • The Operations specialist must be flexible, energetic, and willing to take ownership for work performed and decisions made during the course of duty.

  • High degree of professionalism with a service-minded attitude

  • Strong attention to detail

  • Effective interpersonal, communication and writing skills

  • Rapidly analyze complex alarm and incident information from systems used by SOACC and maintain proficient operational knowledge of these systems as technology advances.

  • Demonstrated proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)

  • Ability to execute on approved business strategies with appropriate management support

Desired Skills

  • 3 years of experience in a corporate security role, and a basic understanding of security system technologies (alarms, video, and access control).

  • Proficiency in MASterMind Alarm Monitoring, RemoteLink, Verint Video Monitoring, NICE and Crystal Report Writer software

  • Demonstrated proficiency in digital video management, video systems, intrusion, and access control management.

  • Versed in Microsoft SharePoint site usage

Posting Date : 01/11/2019

Location :

Kansas City, MO, 2001 NE 46TH ST (MO8050),

Charlotte, NC, 13510 BALLANTYNE CORPORATE PL (NC2109),

  • United States

Travel : Yes, 5% of the time

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

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