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Operations Analyst

Job Description

This role is a unique opportunity for a motivated individual looking to learn the technical operations of managing a cloud-based platform called MCIM (Mission Critical Information Management). This role’s responsibilities will include becoming a super-user of our MCIM product, supporting multiple customer accounts in the delivery & administration of MCIM software, product implementation & training, and continuously improving our product.

Job Responsibilities

  • Become a technical “super user” of the MCIM platform.

  • Train both clients & internal employees on how to properly use MCIM and quickly adopt the platform.

  • Work with the Operations & Development team to document execution requirements and configure the platform for each customer's unique requests and design needs.

  • Build and maintain software procedure and training documentation for our customers.

  • Present solutions for our customers typically to Senior Level Management/Executives.

  • Become a trusted resource and advisor for your accounts, while also ensuring consistent delivery of ‘white-glove’ customer experience.

  • Troubleshoot, Triage, and Communicate timely updates for your accounts on the status of the initiatives/projects you manage.

Preferred Requirements of Ideal Candidate

  • Detail Oriented | Analytical Mindset - Details matter, especially at MCIM. Understanding MCIM’s architecture, workflows, and even AI; You’ll have a lot to learn about our software under the hood, and that requires someone capable of learning quickly while also remembering the details that matter.

  • Strong Communication | Presentation | Customer Service - Once you’ve mastered MCIM under the hood, you’ll be sharing its capabilities with our customers and their internal teams. You're not intimidated by communicating with teams of people and teaching them how to use MCIM.

  • Quality Assurance | Technical Writing - MCIM is an evolving technology platform, and you’ll be expected to have a fine eye with ensuring that all implementations of MCIM you manage meet internal quality standards. Moreover, as we introduce new capabilities, you’ll participate in the development of customized technical and video support documentation.

Benefits

  • Competitive Pay

  • Medical, Dental & Vision

  • 401K

  • Paid Time Off

To apply, please email your resume and contact information to recruiting@fulcrumcollaborations.com.

About MCIM by Fulcrum Collaborations:

 

MCIM (Mission Critical Information Management) by Fulcrum Collaborations (“MCIM”) was founded in 2010 by CEO Michael Dongieux as a cloud computing solution to centralize, standardize, and automate the management of critical facilities for global Fortune 100 financial institutions. The MCIM solution has since become a comprehensive platform with a suite of best-in-class products including enterprise asset management (EAM), computerized maintenance management system (CMMS), and asset performance management (APM) functionality. Designed in the cloud, for the cloud, MCIM provides customers with the embedded analytics and AI necessary to make better facility operations decisions – mitigating the risk of impact events and maximizing uptime availability and asset-useful life across the portfolio.

 

MCIM serves customers in an array of industries including 8 of the top 10 global banks and 3 of the top 4 colocation providers, telecom, technology, transportation, manufacturing, healthcare, and more. MCIM is used by Fortune 100 and 500 companies in over 84 countries across seven continents to streamline and automate workflow. The company is headquartered in Richmond, Virginia, and Michael Dongieux serves as Chief Executive Officer.

 

In 2022, MCIM received a major platform investment from Resurgens Technology Partners. The investment from Resurgens enables MCIM to accelerate the development of additional products and capabilities, expand into new industry verticals, attract new talent, and implement enterprise-grade processes and systems. MCIM represents Resurgens Fund II’s fifth investment and Resurgens’ third investment in property technology following its investments in OfficeSpace and EnergyCAP.

 

About Resurgens Technology Partners:

 

Resurgens Technology Partners is a technology-focused private equity firm investing in North American and select European lower middle-market application and IT infrastructure software businesses. Resurgens’ growing team offers a diversity of investing, operating and talent management experience, applying an active and engaged value creation approach with each portfolio company. Resurgens is headquartered in Atlanta, GA, with additional professionals located in Austin, London and Silicon Valley. For more information, please visit www.resurgenstech.com.

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