The objective of the Customer Experience and Office Administrator is to project a professional image and provide excellent customer service and experience in all communications and interactions. This is a key role within the organization as you are the face and voice of our customers and our Human Brand. You will not only be front line support for our customers, but will also provide day to day administrative support for our office. | | The Customer Experience and Office Administrator must be passionate about customer service and experience, and provide world-class service to achieve both individual and company objectives.
Responsibilities
Customer Experience (50%) | | • Provide a high-quality experience to our customer at all times, through multiple communication channels achieving designated KPI’s associated with the role. | • Actively promote products and services to our customers. Explaining products and making recommendations based on customer driven information | • Actively seeks opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty | • Maintain a focus on customer experience as opposed to handling time. | • Manages day to day contacts: | o Delivers accurate, professional and timely support to customers during the examination and education registration process and strive to achieve first time resolution on every contact. | o Resolve customer concerns through the case management system; create cases for each contact handled. | o Assists customers and candidates with items such as: password resets; contact or profile change requests; “how-to” issues concerning website use; certification process and renewal related issues/inquires; extensions; etc. | o Processes payments for annual maintenance fees and diagnoses payment errors. o Registers customers for seminars. | • Multitask through multiple web applications: Case Management System, Live Person Agent Desktop and IntelliVUE, etc. | • Recognize, document, and inform the regional manager regarding trends in customer correspondence. | • Escalate complex inquires / requests to subject matter experts. | • Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries. | • Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment. | | Office Administrative Support (50%) | | • Retrieve mail daily, sort, scan and email to appropriate recipient. | • Prepare package(s) for shipping, when needed. | • Inventory items for in office meetings (paper products, café coffee, soft drink and snack supplies), restock conference room and café refrigerators. | • For on-site meetings, arrange tables in conference room the day prior, arrive onsite to meet caterer, set-up and clean-up catering after meals, make coffee, set out snacks and other miscellaneous duties. | • Report any issues/repairs that may be required in office, for example, appliance breakdowns. | • Assist with making copies where needed. | • Other duties as directed.
The role of Learning and Development Advisor will sit within our Human Resources Team, reporting to the HR Business Partner. The role is responsible for providing and delivering learning & development support across ISC2, to ensure employees have the skills, knowledge and behaviours to perform effectively in their current and future roles. | | As a Learning and Development Advisor, you will play a crucial role in supporting the training and development activities of ISC2 employees. This position is responsible for coordinating, planning, and implementing high-quality learning and development support to enhance the skills and knowledge of our employees. | | You will be passionate about providing high quality stakeholder support and be comfortable working independently, as well as with others, to ensure quality learning and development programmes are delivered effectively.
Responsibilities
• Develop, organise and deliver quality training to employees, including scheduling, preparing materials and communication. | • Be comfortable with delivering to remote, globally dispersed employees mainly utilising Webex video meeting collaboration | • Maintain accurate records of training activities. Record keeping will include updating employee attendance, monitoring completion of training and analysing evaluation results, to ensure accurate provision of learning and development for current and future L&D needs, to support L&D strategy. | • Manage communications relating to L&D including emails, meetings and communication of training opportunities | • Ability to prioritise and organise time to deliver multiple tasks with a high level of attention to detail | • Experience of taking ownership of stakeholders, proactively understanding their needs and seeking to find the best possible solution to their queries | • An understanding of how to work collaboratively and inclusively within a diverse team, to deliver quality services to our stakeholders, whilst upholding Organisational and DEI Values
The Corporate Event Specialist is responsible for planning, coordinating and execution of all aspects of governance meetings, including quarterly board of director meetings, as well as select revenue-generating events. This position works directly with multiple internal teams and reports to the Senior Events Manager, Operations, on the Events team. This individual will be a highly motivated, extremely organized, self-directed team player. This is a hybrid position, with an opportunity to work from him as well as onsite, at our the corporate office in Alexandria, VA.
Responsibilities
Board Governance: | • Collaborate with the board governance team to obtain pertinent information for governance meetings to include within the briefing document for submission of RFPs | • Review RFPs and provide a summary of recommendations to include size of meeting rooms, board room chairs, AV equipment, WiFi, international plug adapters, sleeping room requirements, catering, amenities, etc. | • Summary of recommendations prepared and provided to CEO for final review and approval | • Execution of entire event planning from inception to post event follow up to include but is not limited to contract negotiation, catering selections, IT/AV, dinner reservations, and confirming pre-arranged transportation. | • Set-up and maintain endless updates to shared working documents within SharePoint. Track quarterly governance & committee meetings including Excel spreadsheets, flight manifest, travel summaries, polling forms, and word documents in support of the meetings | • Align events timeline with all board governance and committee timelines to ensure schedules do not conflict | • Manage the meeting budget, including facilitating and reconciling expenses associated with board meetings | • Proficient using a variety of delivery formats including, but not limited to (i.e., SharePoint, C-vent, Excel, PPT, Microsoft Forms, and Survey Monkey) for planning and execution of event | • Establish rapport and build connections to leverage negotiations for event costs including meeting space, sleeping rooms, AV, catering, décor, amenities, etc. | • Continuous review of meeting deliverables to enhance processes and procedures in an effort to improve operational efficiencies | • Collaboration with the legal team on the budget for annual governance meetings and travel | • Collaboration with the contract review team once RFPs have been reviewed and are ready for submission | • Complete other event tasks as assigned | | Revenue-generating Events: | • Provide end-to-end event management and logistical support for a diverse scope of in person events and workshops | • Manage the successful planning and execution of Professional Training & Schools revenue driving product line including collaboration with key stakeholders in the development of annual training schedule and speaker management. | • Manage the creation and distribution of event materials as needed for pre, on-site/virtual and post event participant engagement. | • Manage Professional Training & Schools budgets in accordance with department revenue and margin targets | • Responsible for provide timely and accurate financial performance updates to department leadership including recommendations tied to expense management and mitigation. Travel: | • Back-up for booking travel reservations via Concur as directed for C-suite | • Back-up Liaison with Direct Travel for specific travel related needs
This is an exciting opportunity to share your passion and commitment to supporting the global cybersecurity community. As a Manager of Cybersecurity Implementation Guidance for ISC2, you will play a crucial role in leading the development and implementation of how-to guidance for members and cybersecurity professionals helping them apply and implement authoritative guidance that impacts cybersecurity teams around the world. As an independent contributor your primary role will be to lead a cross functional team of ISC2 colleagues and cyber experts to create and deliver high-quality, relevant, and timely implementation guidance to cybersecurity professionals via various formats and channels. This role requires a strong combination of technical cybersecurity expertise, volunteer and SME management, project management, cross-functional leadership and communication skills.
Responsibilities
• Develop and implement an organizational-wide process for ISC2’s implementation guidance product line includes defining and managing delivery experience and business model to maximize ROI. • Use data analytics to make data-driven decisions that achieve product line objective and contribute to multi-year business plans. • Provide regular updates to senior management and key stakeholders on progress, challenges and solutions. • Prioritize the issuance of technical guidance by performing landscape scans of authoritative issuances and gathering market insight from members and professionals across key markets on greatest needs and where cybersecurity professionals would most benefit from assistance in implementation and/or compliance. • Define and manage development and delivery plans with launch dates to the profession. • Implement and enforce quality assurance processes to ensure implementation guidance meets appropriate ISC2 standards and the needs of the global cybersecurity community. • Establish success metrics for each implementation guidance release, measure success against the metrics, incorporate feedback and report on progress. • Establish, oversee and monitor an effective go to market strategy to ensure proper promotion and awareness as well as consistency in messaging of technical guidance providing training to sales, customer experience, advocacy and other team members to drive successful achievement of objectives. • Assess and communicate alignment opportunities within other ISC2 functions such as advocacy to ensure guidance issuances not only support current and future member needs but align to and advance ISC2’s position within key stakeholder relationships. • Lead the development of all implementation guidance through effective recruitment and management of subject matter experts that represent the global cybersecurity profession and internal product designers, copy editors and developers. • Create and lead a volunteer task force/committee of ISC2 members that represent the global cybersecurity profession to provide technical review of all implementation guidance. • Ensure all content reflects the global perspective, complies ISC2 DEI requirements and aligns with organization’s content strategy. • Build and maintain strong relationships with internal and external cybersecurity experts to support content development and delivery initiatives for implementation guidance and other professional development initiatives. • Represent ISC2 at industry events and other meetings to build awareness of implementation guidance, gain industry insights and support organizational efforts. • Collaborate with cybersecurity experts throughout the organization to support the development of content that addresses the needs of global cybersecurity community. • Serve as cybersecurity subject matter expert within cross-functional teams as needed to support professional development and other organizational initiatives. • Other duties as required.
The Team Lead for Systems Engineering will be responsible for installing, configuring, managing, and maintaining ISC2 infrastructure systems. This position is focused on automating routine technical operational activities, providing guidance to the service desk team, and positioning the internal service portfolio to maximize efficiency and value. Make no mistake, this position is for those that like to be challenged, question the status quo, innovate, and enjoy every day being different from the last. You will work with a high-energy, fun team who dream in binary. If you have a passion for Systems and Network Engineering and are interested in an exciting role working for an organization that embodies innovative architecture and tools, then this is an opportunity for you.
Responsibilities
• Provide guidance, coaching, and professional/technical development to a small to mid-size team of systems engineers. • Establish and implement processes and procedures to ensure consistent compliance and service predictability that are part of overall department objectives. • Lead projects designed to Improve and maintain the global infrastructure footprint. • Implement a code-based approach to infrastructure. • Provide Tier 2/3 support to the Service Desk on an as needed basis • Support, guide, and implement and maintain the configuration management database (CMDB) integrity, usage, and process applicability. • Support in the design and implementation of infrastructure services to meet business needs using Agile methodology. • Document systems, solutions, and topologies within the infrastructure area of responsibility. • Supports larger organizational objectives through supporting and assisting teams, including the Automation Team in implementation, and troubleshooting enterprise automation projects and processes. • Align, support, and coordinate with the Security team on projects, vulnerability assessments, and incident management as required. • Be a subject matter expert for providing documentation and evidence on company certifications like UKCE, PCI/DSS) • Recommend and/or draft policies to enhance technical operations. • Miscellaneous duties as assigned.
ISC2 advocates for its members and the wider profession to ensure the most effective cybersecurity policies, legislations, and regulations are developed and implemented. In its advocacy program, ISC2 engages policymakers and influencers, promotes the organisation’s thought leadership, and champions for a more diverse, equitable, and inclusive cybersecurity sector. This position is critical for a successful implementation of ISC2’s advocacy strategy and plans in the US and Canada. The Advocacy Specialist will support the implementation of wide-ranging policy activities and contribute to the evolution of ISC2’s advocacy program, focused on the US and Canada. This position will provide for a steep learning curve that offers career growth and professional development opportunities. | | Appliants must be based in Washington, D.C. area |
Responsibilities
• Deliver a variety of operational tasks to support the implementation of ISC2’s advocacy plans in the US and Canada, which includes coordinating with federal and state officials, departments, and regulatory agencies, and wider industry stakeholders | • Contribute to policy monitoring, research, policy development | • Represent ISC2 at various government/industry events, meetings, conferences, etc | • Prepare stakeholder briefings for senior leadership | • Support the development of conference presentations | • Coordinate a wide range of projects to roll out advocacy plans | • Collaborate with Marketing, Communications, Exams, and other internal teams on advocacy activities | • Coordinate a range of projects, for example, policy briefings, thought leadership, stakeholder engagement | • Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment. | • Miscellaneous duties as assigned
This role is solution driven and focuses the on providing insight from every business unit’s perspective. This role is critical in helping turn insight into action that enables the business to improve the customer experience, retain customers and drive revenue. Day-to-day work for this role involves gathering information, assembling spreadsheets, writing reports and developing opinions based on financial analysis.
Responsibilities
• Analyze historical financial results, conduct variance analysis, and identify trends to provide valuable insights. | • Evaluate and report on the company's financial performance, comparing actual results with budget and forecasts. | • Develop comprehensive reports and opinions based on thorough financial analysis. | • Ensure consistency across business units and reporting systems, contributing to accurate and reliable financial information. | • Lead initiatives to continuously improve, automate, and scale forecasting and reporting tools, processes, and methodologies. | • Develop and automate financial and operating reports to streamline data analysis. | • Partner with department managers to monitor rolling forecasts, addressing any revenue shortfalls or cost overruns as the year progresses. | • Collaborate on strategic initiatives to optimize financial outcomes. | • Analyze the impact of proposed solutions across the business. | • Develop use cases to effectively communicate business requirements to the Enterprise Apps Team. | • Actively identify opportunities for process improvement and efficiency within the finance function. | • Drive initiatives to enhance the overall effectiveness of financial processes. | • Undertake miscellaneous duties as assigned, demonstrating flexibility and adaptability.
The Strategic Partnerships and Alliances Manager is responsible for cultivating strategic organizational partnerships and alliances to drive business and revenue growth, leveraging collaborations with other organizations to expand market reach in accordance with ISC2’s overarching objectives. This is an important role in expanding the organizations reach, collaborating with industry leaders, and forming strategic alliances to strengthen market position. | | Reporting to the Associate Director, Channel Partnerships, this quota carrying role will develop a strategy for partner acquisition, identifying new partnership opportunities and working with a cross functional team to create and implement go-to-market plans that highlight new business development opportunities and business value for all stakeholders.
Responsibilities
• Identify potential partnership opportunities and collaboration areas with technology vendors, service providers and other strategic organizations in industry | • Develop and execute partnership strategies that align with the organization’s business objectives and drive revenue growth | • Build and maintain relationships with key partners, including negotiating and managing partnership agreements and contracts | • Work cross-functionally with other internal teams to drive co-selling activities, joint marketing initiatives, and joint solution development | • Attend industry, networking and partner events on behalf of ISC2 | • Track and report on partnership performance and ROI | • Conduct market research and analysis to identify emerging trends, competitor activities, and potential partnership opportunities | • Stay updated on industry trends and developments to identify potential areas for collaboration and partnership | • Act as trusted advisor to internal stakeholders, providing guidance on partnership strategies, competitive landscape, and industry best practices | • Monitor and report on partner performance metrics, including regular updates for senior leadership