Join our team

About the organization

ACF Technologies exists to improve customer experiences. With nearly two decades of experience, across numerous industries, we are a global leader in advanced customer flow management. Through a consultancy-led approach, we help customers streamline every interaction from appointment scheduling through onsite arrival through post-service feedback. Our solutions improve operational efficiencies, create better customer experiences and deliver a stronger bottom line.

Description | Purpose: 

The Business Analyst works directly with the Project Manager, Configuration Specialist, Development, and assigned Customer to gather and document all business and technical requirements. The Business Analyst is responsible for input and updating the business requirement document, internal software systems, configuration, and other needed documents.

As a business analyst, four major duties of work include: researching solutions, documenting project needs (i.e. workflows, prototypes, etc.), communicating and presenting solutions to the client, and analyzing business requirements to ensure they meet business needs.

The Business Analyst is responsible for a smooth transition to the Configuration Specialist and necessary support during Configuration, QA, and Implementation/Training cycles.

Primary Objectives:

• Create optimal technical and business requirement documentation that balances customer's needs with system capabilities and limitations.
• Research and recommend solutions to the customers which best meet their needs and accommodate ACF's contracted project scope.
• Participate in project meetings as a business and technical subject matter expert.
• Prepare internal documentation for configuration, development, training, implementation, or any other stakeholder.
• Provides expertise and guidance to Business Analyst Tea and other functional teams as needed.

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Determine operational objectives by studying customer's business functions; gathering information; evaluating requirements and translating that into a meaningful requirement document easily consumed by stakeholders.
• Improve technical solutions by studying current practices, designing modifications, and recommending optimal configurations to solve customer problems.
• Identify essential processes and knowledge gaps, take ownership of the resolutions.
• Maintain customer confidence by keeping product information and personal knowledge current.
• Contribute to team effort by accomplishing results with high quality.
• Perform daily, weekly, and monthly reviews and analyses of current processes using operational KPIs.
• Suggest changes to management using analytics to support recommendations; Actively participate in the implementation of approved process or technology changes.
• Be the main driver in the process to support/assist project managers in gathering requirements.

• Degree in Software Engineering or a technically related field or equivalent related work experience in a multi-site software services environment
• Computer – Microsoft Office, Google Docs, Q-Flow, Go To Meeting, Microsoft SQL, Visio, Axure, Jira, Teams, Zoom/Webex
• Technical – Knowledge of Microsoft SQL, web services, and software architecture
• Literary – Excellent oral and written communication skills
• Research – Ability to research technical products/solutions and learn new applications quickly
• Strong analytical skills
• Excellent organizational skills
• Excellent customer service skills
• Ability to work within a team environment
• Ability to have critical conversations in a constructive non-confrontational manner

Travel: up to 25%, travel; Driver's License and Clean Driving Record Required

Work Authorization/Security Clearance:
Required ability to hold and maintain Department of Defense (Public Trust/Secret) Security Clearance.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.

About the organization

ACF Technologies exists to improve customer experiences. With nearly two decades of experience, across numerous industries, we are a global leader in advanced customer flow management. Through a consultancy-led approach, we help customers streamline every interaction from appointment scheduling through onsite arrival through post-service feedback. Our solutions improve operational efficiencies, create better customer experiences and deliver a stronger bottom line.

Description|Purpose:

Reporting to Project Services Manager, the Project Manager is responsible for applying project management knowledge, skills, tools, and techniques to meet project goals while staying aligned with the company’s strategic mission, vision, and business values. Proven ability to successfully manage project activities and project teams, maintaining efficient processes, and establishing additional process aspects to obtain higher business value and strategic market placement.

• Planning
  • Assist Business Development Representative(s) with identifying and documenting client business case, scope definitions, risks
  • Collaborate with Business Development team/representatives and Business Analyst to create project plan including the project schedule, deliverables, and critical milestones
  • Identify stakeholders and develop a stakeholder communication plan
• Executing
  • Direct and manage project team - conducting project activities and tasks
  • Manage quality - assure quality is measured and meets specified requirements
  • Maintain project alignment with stakeholder expectations
• Monitoring and Controlling
  • Monitor and track project progress against the project plan
  • Maintain Stakeholder communications and control engagement
  • Monitor and control schedule
  • Validate and control scope, costs, quality, and risks
• Closing
  • Perform and document Lessons Learned
  • Close Project/Phase
  • Close Contracts

• Work with project sponsor/point of contact and stakeholders to complete project statement of work, or contract scope, goals, deliverables, required resources, budget, and fee schedule
• Increase organizational business value through implementing project management best practices
• Complete work breakdown structure to estimate LOE for each work package
• Provide a project schedule
• Enhance organizational efficiencies and product/project quality through continuous process improvement and documentation
• Manage project throughout the project life cycle
• Effectively manage project scope by ensuring any changes are documented and approved with proper project change request forms
• Track and report on project milestones – provide status reports to leadership, project sponsors, and stakeholders
• Resolve issues and mitigate risks throughout the project life cycle
• Manage project team members
• Effectively communicate expectations to team members and stakeholders
• Lead, coach, and motivate project team members on a proactive basis
• Serve as a mediator between stakeholders and team members
• Measure success to the degree of customer/client satisfaction
• Maintain accountability for project results
• Conduct lessons learned and implement actions for improvement
• Following project completion, ensure all project documents are properly archived.

Position Requirements|Job Requirements & Skills:

• 4-year degree or higher in computer science or business or a related field
• 5 or more years of work experience in project and/or product management
• PMP Certification
• Demonstrated leadership of diverse project teams
• Ability to manage multiple projects and organize competing tasks/activities
• Experience working within a PMO and/or a team-oriented, collaborative environment
• Tactical, operational, and technical management skills
• Rapidly adapt and respond to changes in environment and priorities
• Excellent communication – written and verbal
• Ability to elicit cooperation from senior management and other departments
• Manage Customer Expectations
• Ability to prioritize effectively
• Maintain a high standard of professionalism
• Manage conflict in a constructive manner

Travel: Up to 25%. Valid Driver's License Required

Work Authorization/Security Clearance:
Required ability to hold and maintain Department of Defense (Public Trust/Secret) Security Clearance.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.

About the organization

ACF Technologies exists to improve customer experiences. With nearly two decades of experience, across numerous industries, we are a global leader in advanced customer flow management. Through a consultancy-led approach, we help customers streamline every interaction from appointment scheduling through onsite arrival through post-service feedback. Our solutions improve operational efficiencies, create better customer experiences and deliver a stronger bottom line.

Description|Purpose:
This is a high-profile, client-facing position where client satisfaction and maintaining ACF's high-quality standards are a priority. The Trainer will provide on-site and webinar training sessions for internal and external clients and staff. The Trainer is also responsible for creating training documents.

Essential Duties and Responsibilities:
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Client Training Responsibilities:

• Create and prepare for customized training sessions
• Develop customized training materials
• Participate in the follow-up process to ensure all client needs are met.
• Effectively troubleshoot any issues while at the client site
• Participate in the debriefing and quality assurance process
• Employee Training Responsibilities
• Provide introductory and ongoing training of ACF's products to employees
• Provide support in developing an internal software training certification program
• Develop and conduct webinar training for clients and employees located in ACF's worldwide offices
• Consult with clients regarding the specific business requirements and develop Business
• Requirement Document (BRD) for client approval
• Ensure product developed by ACF meets the approved client BRD

• 3 to 5 years of teaching/training in the public and business sectors
• Excellent presentation and training skills
• Experience with Moodle LMS
• Technical background in Microsoft Server Products preferred
• Ability to adjust training style for a variety of users
• Ability to learn new applications quickly
• Excellent oral and written communication skills
• Excellent client service skills
• Ability to work within a team environment
• Excellent interpersonal skills
• Proficient in Microsoft Office
• Instructional Design knowledge/experience (not required but desirable)

Travel:
Must be willing to travel up to 50%. Valid driver’s license required.

Work Authorization/Security Clearance:
Required ability to hold and maintain Department of Defense (Public Trust/Secret) Security Clearance.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

About the organization

ACF Technologies exists to improve customer experiences. With nearly two decades of experience, across numerous industries, we are a global leader in advanced customer flow management. Through a consultancy-led approach, we help customers streamline every interaction from appointment scheduling through onsite arrival through post-service feedback. Our solutions improve operational efficiencies, create better customer experiences and deliver a stronger bottom line.

Description|Purpose:
The Technical Support Specialist will support external clients in their use of ACF’s products; understand the client’s business needs and improve client satisfaction with ACF’s products. This is a high-profile technical position where client satisfaction and maintaining ACF’s high-quality standards are a priority. Handle escalation process of support tickets.

Essential Duties and Responsibilities:
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Client Training Responsibilities:

• Support ACF clients on issues which can include product administration, design, training and troubleshooting, and analyzing customer software performance issues
• Develop technical and functional expertise in all ACF products
• Resolve client issues in a timely manner by performing research, local testing, or by directing the client to the applicable documentation.
• Document known issues/fixes/workarounds in knowledgebase articles
• Maintain customer database by logging all support calls
• Handle all support tickets that require escalation past our Level 2 support position, to include mediation with customer if needed and co-ordination of efforts with our Development Department and our Customer.
• Follow up and handle all escalated tickets through a resolution to customer.
• Will work with our existing ACF staff to handle server management for our customers, either on site hardware or our hosted customers.
• Work with Synoptek tickets, manage our FTP server for our customer accounts, and work with Applied Solutions on any server upgrades, moves or additions.
• Travel may be required if on site work is needed from our support department to handle any customer issues that may not be resolved remotely, or if the situation dictates.
• Will work with Supervisor and Management to insure departmental standards and procedures are followed by the support staff.

• BS in Computer Science, Information Systems or a technically related field or equivalent related work experience in a multi-site software services environment.
• Security +, Cloud +, and/or Network + are strongly preferred.
• Advanced understanding in support of Microsoft Windows Server platforms 2008R2/2012, SQL, IIS server and other associated networked systems, managed switches (Cisco, Bay, Netgear, etc.) network security, etc.
• An understanding of network topology concepts and protocols: WAN, LAN, DNS, DHCP, SMTP, SNMP, TCP/IP, HTTP, IMAP, POP3, EXCHANGE
• Experience in client/server networking environments and best practices, experience with hardware vendors, and strong understanding of networking aspects,
• Experience configuring, setting up, and debugging PC based and Web based systems
• Preferred Certifications: MCSE or MCSA
• SQL/Scripting/Reporting Engines/XML/Analytics/ (SQL Server Reporting Services (SSRS))
• Helpdesk and remediation experience preferred.
• Prior experience working with different departments internally to properly resolve customer issues.