OUR TEAM

 

Make your company better, safer, and more efficient.

Receive the highest quality instructor-led materials and e-Learning courses that meet safety, regulatory, and qualification standards for the pipeline industry. Become the best place to work by keeping your community safe and sending happy, healthy employees home to their families each day.

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Benefit from Innovation

Enjoy revolutionary software for the compliance industry with the added advantages of traditional, instructor-led content. These resources are constantly evolving as we enhance the classroom experience and simplify the documentation process.

And, as technology advances, you can transition when you’re ready. You will always find support for whatever methods you wish to use.

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Connect with Friendly Customer Service

You are important to us, and we consider your time valuable. Ask our customer service staff any questions, and get the answers you need so you can get back to work.

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Maintain Training Integrity

We all know the integrity of the training and qualification process is non-negotiable. So, use training material that has been developed in collaboration with Subject Matter Experts (SMEs) who establish/validate training objectives and the related assessments. And feel secure, knowing your operators are getting high-quality training from the ITS-approved instructors and evaluators who contribute to the integrity of our company. We ensure they are knowledgeable of the training content, the basic principles of adult learning, and the procedural requirements of the assessment process.

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Develop Meaningful Relationships

Connect with the network of Subject Matter Experts (SMEs) and regulation resources cultivated through years in the industry. Together, we cannot only find a solution for you but we also can nurture a long-standing business relationship.

EMPLOYMENT

Industrial Training Services, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex, religion, national origin, age, disability or genetics. In addition to federal law requirements, Industrial Training Services, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, wages, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

CURRENT JOB LISTINGS

CLIENT ENGAGEMENT SPECIALIST

Summary/Objective

The primary role of the ITS Client Engagement Specialist is to operate as the lead point of contact for any and all matters specific to their clients. This position is responsible for working with Project Management, IT, and Curriculum during the implementation phase of onboarding a new client until the client is completely onboarded. He/she will work directly with our clients to understand business and technical requirements and to develop solutions to ensure success, through implementation and ongoing support.

As the lead point of contact for all client matters, the ITS Client Engagement Specialist should anticipate the clients needs, work within the company to ensure deadlines for the client are met and help the client succeed. This individual should be comfortable consulting and influencing clients, backed by a strong understanding of the clients’ business objectives and the capabilities of the Industrial Training Service’s solutions.

 Roles and Responsibilities

  • Serve as the lead point of contact for all client account matters
  • Develop a trusted advisor relationship with clients to ensure each client’s use of the ITS services closely aligns with its business case and business strategy
  • Communicate with clients to understand their needs and explain product value
  • Be a recognized subject matter expert (SME) and consultant in the practical application of ITS products
  • Engage with client executives and other key stakeholders to identify, define, track and measure the overall benefit of our product offerings to clients while ensuring maximum value.
  • Serve as a link of communication between clients and internal ITS team by working closely with all departments to meet clients’ needs, improve the product, and ensure customer satisfaction
  • Assist with all escalated client issues
  • Ensure timely, accurate, and successful delivery of information and our solutions according to our clients’ needs and objectives
  • Provide support for clients through email, phone, online presentations, screen-share and in-person meetings as needed
  • Responsible for keeping clients satisfied and delivering exceptional client service on a day-to-day basis
  • Facilitate Change Management discussions with clients’ operational teams to help them drive adoption of the solution
  • Prepare reports as needed

 Qualifications and Education Required

  • Proficient in Microsoft Office (Word, Excel)
  • Analytical, communication and organizational skills
  • Strong written and oral communication abilities. Able to convey technical information to non-technical personnel at all levels
  • Customer/Client Focus
  • Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization
  • Time Management, ability to prioritize tasks
  • Problem Solving
  • Teamwork Orientation
  • Critical Thinking
  • Detail Oriented
  • Excellent active listening skills
  • The ability to work independently and within a team

Character Traits

  • Empathy for Customer Experience
  • A Positive Attitude
  • An Unflappable Nature, Even Under Duress
  • An Ability to Show Individual Skills in a Team Context
  • A Focus on What’s Most Important at Any Given Moment
  • Insatiable Curiosity
  • Improvisational Thinking

Status

  • Full Time

CUSTOMER SERVICE SUPPORT MANAGER

Mission 

The primary role of the Customer Support Manager is to plan, coordinate and control the activities of the Customer Service team and to maintain customer relationships through the core values of integrity, respect, dedication, quality, teamwork, problem solving and ownership through our service-oriented culture.  

Vision 

The fast-paced Customer Service Department is set up to build and maintain customer relationships. The Customer Service Manager oversees the department interactions with clients and analyzes data to better improve client satisfaction. Through leadership and direction, the manager guides the team to making the core values a standard of business.  

Roles and Responsibilities 

  • Monitor support tickets to identify trends or potential OnBoard issues
  • Submit reports to management and billing for SLA clients
  • Review tickets that are overdue and follow-up with support personnel to determine root cause and communicate delays to clients
  • Advise Operations of needed phone system configuration changes including:
  • Holiday Schedules
  • Special Client needs
  • General Reconfigurations due to personnel changes
  • Oversee documentation/knowledge base of solutions for internal users and LMS end-users
  • Manage Service Level Agreements
  • Oversee service tickets to ensure service level agreements are upheld
  • Communicate solutions to clients, especially in the event of an escalation
  • Anticipate, investigate and resolve problems in the systems and services ensuring that such problems are fully documented
  • Design training for support staff in technical and customer service areas
  • Act as a key liaison with customers, staff, and management
  • Allocate incoming requests to the team, prioritizing actions, and monitoring team resources and schedules so that customer deadlines are met
  • Identify best practices through continuous assessment of the process
  • Gain knowledge of the LMS product to a level that allows for participation in support calls
  • Oversee the documentation of standard operating procedures 
  • Develop client communication strategies and verbiage for upcoming system changes or unplanned disruption to services
  • Maintain an orderly workflow according to priorities
  • Develop service procedures, policies, and standards
  • Improve customer service experience by training the department to give consistent, personalized support to the clients
  • Supervise day-to-day operations
  • Involved in the hiring process for new hires
  • Perform employee 90-day and annual performance evaluations for employees
  • Responsible for managing leave requests and work schedules for employees
  • Create and sustain a positive team environment 

Qualifications and Requirements Required 

  • Bachelor’s degree in related field or 5 years of experience
  • Outstanding written and verbal communication skills
  • Proficiency in Microsoft Office and customer service software
  • Capacity to mentor, coach as a leader
  • Time management skills
  • Ability to persuade and influence others
  • Demands high standards of accuracy and attention to detail

JOB TYPE:

Full Time

LEVEL 3 TECH SUPPORT SPECIALIST

Mission 

A Level 3 Tech Support Specialist provides advanced troubleshooting on issues that are identified by clients and internal staff.

Vision

Level 3 Tech Support is a critical and analytical thinking environment. Each specialist is working on various individual issues reported by clients or internal staff as well as taking care of custom reporting requests.  The pace is steady, and priority driven.

Roles and Responsibilities

  • Runs daily SQL stored procedure audits and fixes records that are returned.
  • Communicate with Level 1 and Level 2 regarding the status of tickets.
  • Provides advanced tech support using SQL and critical thinking.
  • Provide custom reports on demand internally and for clients per their request.
  • Identify and escalate high priority trends to the IT Manager.
  • Escalates issues to Level 4 as needed.
  • Troubleshoot tickets

Qualifications and Requirements Required

  • Bachelor’s Degree in Computer Science or related field or equivalent IT work experience.
  • Extensive knowledge of SQL and scripting
  • Critical thinking
  • Analytical thinking
  • Preferred 1-2 years of technical support experience

JOB TYPE:

Full Time

MARKETING OFFICER

Mission 

The Marketing Officer will oversee, coordinate and participate in the development of marketing strategies and products for Industrial Training Services.

Vision

The Marketing Officer will lead the full marketing lifecycle of design, execution, monitoring, optimization and analysis while adhering to ITS Core Values of integrity, respect, quality, teamwork, problem solving and ownership.

Roles and Responsibilities

  • Complete oversight of the marketing endeavors of the company
  • Develop and enhance the organization’s brand identity via effective marketing and sales campaigns that align with ITS goals
  • Research direct and indirect competitors, becoming well-versed in the competitive landscape and market trends
  • Help create customer research databases and analyze the research for targeted messaging and most effective reach
  • Assist with product development and pricing strategies
  • Play key role in planning and executing the annual user conference and other company-led events
  • Track and record campaign results and modify marketing measures as needed
  • Meet and coordinate with company leadership on marketing strategy
  • Collaborate heavily with other departments, including but not limited to Sales, Product Management, and Creative
  • Plan, create and oversee the design, content, and production of all online and print marketing materials/campaigns, press releases, and other external communication
  • Manage the company website, communication platform, social media pages, Google Ad campaigns, Analytics, and manage responses
  • Cultivate and integrate new ideas and campaigns that align with current and future company goals
  • Assist Human Resources and company leadership with internal communications and messaging

Qualifications and Requirements Required

  • Bachelor’s degree in marketing, communications, business administration or related field
  • 3+ years previous experience in marketing leadership with a solid understanding of effective marketing strategies, materials, and channels
  • Excellent written and verbal communication skills, with an ability to influence and motivate others
  • Event management experience
  • Ability to quickly prioritize and organize essential tasks
  • Advanced social media and online advertising experience
  • Proficient using Microsoft Office 365, Adobe Creative Cloud, Constant Contact, WordPress, and press release applications
  • Ability to maintain strategic vision and strong business acumen
  • Experience preparing and presenting quarterly goals and forecasts for future projects
  • Strong critical thinking and problem-solving skills
  • Copywriting and graphic/digital design experience strongly preferred
  • Confident contributor who can accept and implement constructive feedback
  • Team player who collaborates with ease and maintains contagious creative energy
  • Ability to manage the contributions of others who may not be direct reports but must be counted on to assist the Marketing team

JOB TYPE:

Full Time

QUALITY ASSURANCE ASSISTANT

Mission 

A QA Assistant helps the QA Lead and team through testing and documentation.  

Vision

Quality Assurance work is done in a critical and analytical environment. The QA program provides thorough and timely testing of new products, product changes and integrations to ensure things are working as designed and within standards.  

Roles and Responsibilities

  • Help the QA Lead develop test cases, scripts, plans and procedures (manual and automated).
  • Document assurance standards and templates; including QA processes and procedures.
  • Help identify opportunities to improve efficiency and reduce risk of QA across the enterprise.
  • Provide software testing whether it be for the LMS or mobile applications of the enterprise.
  • Provide support with client data quality assurance to ensure imported data into the system matches client’s source data. Basic SQL experience required.

Qualifications and Requirements Required

  • Basic SQL and data querying experience
  • Deep understanding of Microsoft Excel (formulas, manipulation of data, etc.)
  • Ability to develop in-depth and detailed test cases, scripts and plans
  • Experience with software testing/ test automation desirable but not required.

JOB TYPE:

Full Time

SECURITY ANALYST

Summary

The Security Analyst plays a vital role in securing ITS assets, including information, infrastructure, hardware, and other assets. This person works across the ITS enterprise to identify and correct any security vulnerabilities in systems, solutions and processes while recommending changes that would improve the overall security posture.

Responsibilities:

  • Responsible for ensuring that ITS’ digital assets are protected from unauthorized access. This includes securing both cloud and on-premise infrastructures, public-facing or internal systems
  • Use security tools and manual analysis to detect suspicious activity, and reduce overall risk of an information breach
  • Work with IT leadership to achieve and maintain ITS’ information security certifications (ISO 27001, SOC Audit)
  • Provide reports for IT administrators and managers to evaluate the efficacy of the security policies in place
  • Keep security systems up to date
  • Monitor security access
  • Conduct security assessments via vulnerability testing and risk analysis
  • Perform internal audits
  • Analyze security breaches to identify root cause
  • Develop security standards and best practices for ITS
  • Keep up-to-date on industry security trends and tools by taking online courses, attending webinars, and attending security conferences
  • Participate in the full project lifecycle (sourcing, planning, execution, testing, deployment, maintenance) of special-projects to roll out new cloud/on-prem security solutions
  • Other security-related responsibilities


Key technical skills and abilities include:

  • Analytical ability to identity risk to digital assets
  • Deep knowledge of and experience using networking protocols, firewall best practices
  • Knowledge of information security pillars, including risk management, business continuity, asset management, infrastructure management, compliance, etc
  • Knowledge of Penetration testing of web applications and infrastructure
  • Social engineering
  • Experience securing Windows, and UNIX operating systems
  • Experience working with cloud computing (nice to have)

JOB TYPE:

Full Time

SOFTWARE ENGINEER

Mission The Software Engineer develops specifications for programming applications and modifies/maintains the existing software. This role develops, modifies and maintains applications that may be customized or standardized.

Vision   You will find the software engineer participating in design and coding activities with other members on the IT team.

Roles and Responsibilities

  • Design, build, and maintain backend and frontend components for a web-based learning management system using the following technologies: Microsoft C#, ASP.NET MVC, ASP.NET Web API, JQuery, AngularJS, Bootstrap, Entity Framework, and other HTML5/CSS3 libraries and technologies
  • Participate in planning for current and future releases
  • Work closely with business analysts, project managers, and senior IT to ensure all required activities are completed for the project on schedule and according to ITS SDLC
  • Participate in technical analysis/design, programming, and QA
  • Provide necessary support to team members to ensure that the development meets functional requirements and project timelines
  • Participate in release planning
  • Accountable for architecture and quality of product functionality
  • Provide level 2 or 3 technical support on advanced software or data debugging and troubleshooting
  • Design, code, and maintain any desktop applications or services that are needed by ITS office staff.

Qualifications and Requirements Required

  • Bachelor’s degree in computer science or related field or equivalent on the job experience

Preferred knowledge in the following:

  • C#
  • NET MVC
  • NET Web API
  • JQuery
  • AngularJS
  • Bootstrap
  • Entity Framework
  • Other HTML5/CSS3 libraries and technologies

JOB TYPE:

Full Time

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Industrial Training Services, Inc. has been approved as an Accredited Provider by the International Association for Continuing Education and Training (IACET).  In obtaining this accreditation, ITS has demonstrated that it complies with the ANSI/IACET Standards which are widely recognized as standards of good practice internationally. As a result of their Accredited Provider membership status, ITS is authorized to offer IACET CEUs for its programs that qualify under the ANSI/IACET Standards.

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