Customer Portal and Business Systems Specialist (SWC - Service)

Koch Enterprises Family of Companies•Newburgh, IN

1d•Hybrid

About The Position

South Western Communications, SWC, is a trusted source for communication, physical security, and life safety solutions, serving Healthcare, Education, Detention, and Commercial customers. They utilize a consultative approach to conduct in-depth needs analysis, enabling customers to fulfill their mission-critical processes. SWC continuously researches and selects best-in-class products to create integrated solutions tailored to customer goals and needs, ensuring satisfaction and flawless integration. At SWC, they strive to exceed expectations and invest time and resources into every job because they care about their customers. The Customer Portal & Business Systems Specialist is responsible for the development, deployment, support, and continuous enhancement of customer-facing portal solutions, primarily delivered through the Smartsheet platform. This role is a key resource for customer portal development and also supports Smartsheet administration, including user access, licensing, issue resolution, and maintenance of selected existing solutions. Working closely with Quality & Customer Experience leadership and internal stakeholders, this position translates approved business requirements into effective customer portal solutions that deliver value to SWC customers. The role also provides support for existing business systems and contributes expertise to help maintain and improve current solutions. Customer portals are the primary focus of this position and will take precedence over other responsibilities.

Requirements

Associate's degree or equivalent professional experience required.
Minimum of two (2) years of experience administering, configuring, or supporting Smartsheet or a similar business process management, workflow, or project management platform.
Experience supporting business users and troubleshooting system-related issues.
Strong organizational, analytical, and problem-solving skills.
Ability to manage multiple priorities and meet deadlines.
Effective written and verbal communication skills.
Ability to collaborate with stakeholders across multiple departments.

Nice To Haves

Bachelor's degree preferred.
Smartsheet certification preferred.
Experience building dashboards, reports, workflows, forms, and automations.
Experience supporting customer-facing business applications or customer portals.
Experience documenting business processes and system configurations.

Responsibilities

Design, build, deploy, and maintain customer-facing portal solutions.
Develop standardized and scalable portal solutions that can be adapted to meet customer needs.
Collaborate with Quality & Customer Experience leadership and other stakeholders to understand and implement approved customer requirements.
Translate business requirements into effective portal designs, dashboards, reports, workflows, and supporting functionality.
Monitor portal performance and identify opportunities for improvement and enhancement.
Support the continuous improvement and customization of customer portals following deployment.
Participate in customer meetings to gather feedback, answer questions, provide project updates, and support portal-related initiatives.
Over time, assume increased responsibility for direct customer engagement related to portal development and enhancement.
Maintain documentation related to portal configurations, processes, and best practices.
Support Smartsheet administration activities such as user licensing and access management.
Maintain selected existing business solutions through issue investigation, bug fixes, and minor enhancements.
As part of the Smartsheet Guru team, provide guidance and expertise for Smartsheet solution development efforts across the organization.
Participate in Smartsheet training opportunities, user groups, and knowledge-sharing activities to expand platform expertise.
Attend required company meetings, training sessions, and professional development activities.
Perform other related duties as assigned.